] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → ASKMCPS SERVICES ASSISTANT

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AskMCPS Services Assistant

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: AskMCPS Services Assistant CODE: 5511 SQ/OQ: Optimal Qualified
WORKING TITLE: AskMCPS Services Assistant GRADE: 16 MONTHS: 12
SUMMARY DESCRIPTION; PHYSICAL DEMANDS; AND SPECIAL REQUIREMENTS: SUMMARY DESCRIPTION; PHYSICAL DEMANDS; AND SPECIAL REQUIREMENTS: Summary Description: Under the direction of the Deputy Chief of the Division of Communications, supports the AskMCPS Services Specialist (specialist) in executing all elements of the AskMCPS Family and Staff Services plan, including data gathering, data analysis, tracking and reporting. The Family and Staff Services plan includes creating resources and performing tasks that help to create a districtwide culture of top-tier customer service, responsiveness, and respect by equipping all staff with the tools, practices, and mindset necessary to deliver exceptional service experiences to students, families, colleagues, and the community. Supports the daily operations and activities of AskMCPS family and staff services efforts of Montgomery County Public Schools (MCPS) Serves as the initial point of contact and responds to staff, family and community inquiries received via phone call, webform and email communications. The work of the position also includes creating and disseminating materials that support customer service expectations in schools and offices such as information one-pagers, public messages or public facing handouts. Elevates issues to the AskMCPS Services Specialist. Assists the specialist with research, creating and distributing materials, special projects and collaborative work with other offices. Performs clerical tasks to support the work of the team as needed. This classification requires independence in day-to-day work and routine decision-making. Exercises considerable initiative to resolve problems and to anticipate and respond to office needs. Supports and assists office assistants. Physical Demands: None Special Requirements: None
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE SKILLS ABILITIES: KNOWLEDGE SKILLS ABILITIES:Communication Skills: Verbal and Written: Strong ability to communicate clearly and effectively in English, both verbally and in writing. Fluency in another language is beneficial but not required. Active Listening: Ability to listen attentively to customers and understand their needs. Empathy: Ability to understand and share the feelings of customers. Problem-Solving Skills: Ability to identify and resolve customer issues efficiently and effectively. Time Management and Multitasking: Ability to manage multiple tasks and prioritize effectively. Handle customer inquiries and complaints in a timely manner. Computer Proficiency: Proficiency in customer service, Customer Relationship Management and other relevant software and systems. Advanced database and spreadsheet skills (Excel/Sheets) desired. Product Knowledge: Knowledge of MCPS products or services, or ability to learn quickly. Interpersonal Skills: Ability to interact with customers in a professional and courteous manner. Conflict Resolution: Ability to de-escalate tense situations and find solutions that satisfy customers. Adaptability: Ability to adapt to different situations and customer needs. Outstanding customer service skills and a passion for customer service satisfaction (unreasonable hospitality).
EDUCATION, TRAINING AND EXPERIENCE; CERTIFICATE AND LICENSE REQUIREMENTS: EDUCATION, TRAINING AND EXPERIENCE; CERTIFICATE AND LICENSE REQUIREMENTS: Education Training Experience:Associates degree required. Bachelor’s degree preferred. Four (4) years of experience in a customer service role.Certificate License: None
OVERTIME ELIGIBLE: Yes

DUTIES AND RESPONSIBILITIES:

DUTIES AND RESPONSIBILITIES:Example Duties:(The job duties listed are typical examples of the work performed by this job classification. Not all duties assigned are included, nor are all duties listed performed in every office.)Directly responds to inquiries received via phone call, email and Communications webform from the community, families or employees.Conducts research to obtain information and resources to provide to customers.Utilizes strong communication and de-escalation techniques to manage challenging customer interactions, ensuring concerns are addressed calmly and professionally.Identifies and elevates complex queries and sensitive issues to the AskMCPS Services Specialist. Routes calls, emails and inquiries to other offices as appropriate.Participates in the development and supports the implementation of the AskMCPS Family and Staff Services plan.Supports the AskMCPS Services Specialist in special projects and collaborative work with other offices.Compiles information to integrate into staff compliance trainings.Runs customer service data reports as directed or scheduled; conducts analysis; and provides results to the specialist for review.Creates reports that elevate and identify themes of customer inquiries, recurring issues and gaps in services and information.Maintains knowledge of best practices in customer service methods and strategies; current MCPS events, organization, resources and information to provide to customers.Engages in training and professional development to improve customer service and technology skills as needed.Assists in the creation and distribution of materials, resources and information.Organizes and maintains records, resources, and information for easy accessibility and tracking purposes.Performs clerical tasks, including drafting and reviewing documents and materials, data entry, managing and organizing records, preparing materials for meetings.Conducts outreach to various offices to resolve customer issues and respond to inquiries.Provides coverage for office assistants as needed. May assist in training office assistants and serving as a resource for information and processes.Performs related duties as required or assigned.

This description may be changed at any time.