The Constituent Services Assistant will be the primary service provider for customers who contact MSCS by telephone, email or walk-in with an inquiry or request for assistance.  The Constituent Services Assistant will have access to information to answer questions, offer alternative solutions, or escalate the matter as deemed appropriate to ensure all concerns are addressed. 

This position description is not intended to be an exhaustive list of all duties, knowledge or abilities associated with this classification, but is intended to accurately reflect the primary job elements.

1. Provides exemplary customer service as the first point of contact for constituents who call, email or visit the service center; responds to a high volume of general and critical requests for assistance or support; ability to perform in a fast paced environment.
2. Demonstrates problem-solving skills that effectively address concerns/inquiries identified by customers, solves a wide breadth of concerns quickly and efficiently without the need to refer customers to others individual or departments unless necessary.
3.  Listens attentively to understand each customer’s request, escalates complicated or sensitive calls to the appropriate staff (colleague, specialist, manager, director, Parent Liaison or Central Office leader).
4.  Serves as an example of MSCS’ customer service expectations by providing a welcoming environment, orderly environment, respectful and responsiveness to constituent concerns, knowledgeable about MSCS policies and reporting structure, and sensitive to the needs of students and their families.
5.  Provides translation assistance for customers by using bilingual skills, translations devices, providing a warm transfer to a fellow Constituent Services Assistant or collaborating with ESL staff.
6. Documents each customer transaction in a data tracking system and maintains daily reports to ensure calls match the number of service tickets created and analyze data to understand trends/emerging concerns.
7. Receives and responds to inquiries and/or concerns and identifies resources needed to enhance the ability to meet the needs of constituents; utilize excellent verbal, written and computer skills to communicate needs.
8.  Navigates multiple technical tools to efficiently answer calls and/or responds to MSCS Help emails, provide one-on-one assistance with online applications, document customer inquiries, prepare records, generates reports and general correspondence.
9.  Availability to attend weekly team meetings and exhibit flexibility during periods of call center high call volumes and/or peak seasons.
10.  Attends training, meetings, workshops or seminars as necessary to enhance job knowledge and skills.
11.  Performs other related duties as assigned or directed.

Graduation from an accredited high school or equivalent and 2 years of experience in customer service, bilingual service, or call center support or a combination of equivalent education and/or directly relevant experience. (PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED)

Degree Equivalency Formula:

Bachelor’s Degree= 4 years plus required years of experience.

Master’s Degree= 2 years plus required years of experience.