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

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AskMCPS Services Specialist

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: AskMCPS Services Specialist CODE: 5512 SQ/OQ: Optimal Qualified
WORKING TITLE: AskMCPS Services Specialist GRADE: 23 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 (Communications) the AskMCPS Services Specialist oversees the daily operations and activities of AskMCPS family and staff services efforts of Montgomery County Public Schools (MCPS); and trains, mentors, supports and directs the work of family and staff services representatives. Develops and leads the family and staff services representatives in the implementation of effective customer services strategies, and assesses strategies for continuous improvement. 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. The work of the position also includes creating and disseminating materials that support customer service-oriented information sharing capabilities of schools and offices such as information one-pagers, public messages or public facing handouts. Participates in the development of and leads the execution of the AskMCPS Project Plan. Manages special projects as directed by the deputy chief. Serves as liaison for all inter-office collaboration related to family and staff services. In addition, the AskMCPS Specialist collaborates closely with the outreach and engagement efforts organized by the Division of Communications and the Division of Family & Community Engagement. The specialist enhances the effectiveness of communication strategies and initiatives aimed at fostering strong relationships with staff, students, families and the community. The position contributes to the development and implementation of outreach programs, helping to ensure that engagement activities align with the district's mission to promote inclusivity and participation. The specialist helps to create a cohesive approach to customer service-oriented information sharing that connects students, parents, and community members to the district while supporting a welcoming environment throughout Montgomery County Public Schools (MCPS). Physical Demands: Occasional lifting of outreach and engagement materials and participation in event setup which may include banners, tables and decorations. Special Requirements: Required to be flexible with work schedule in order to attend or facilitate early morning or evening meetings and weekend functions with stakeholders to support informational and engagement event for Montgomery County Public Schools.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE SKILLS ABILITIES: KNOWLEDGE SKILLS ABILITIES:Leadership and Management: Ability to lead, motivate, and develop teams; strong organizational and time management skills.Ability to supervise the daily operations of the AskMCPS family and staff services group. Stay current on latest industry trends and techniques. Setting customer service goals for team members and helping them reach those goals. Communication: Excellent written and verbal communication skills, with the ability to clearly and concisely convey information. Problem-solving: Strong analytical and problem-solving skills, with the ability to identify and resolve service issues efficiently. Customer focus: A genuine passion for customer service and a commitment to providing exceptional customer experiences (unreasonable hospitality). Technical skills: Proficiency in Microsoft Office Suite and proficiency in customer service software, databases, tools and industry best practices. Soft Skills: Empathy, patience, and the ability to remain calm under pressure are crucial. Conflict resolution: Ability to de-escalate difficult situations and find solutions that satisfy both customers and the district.Data analysis: Ability to analyze customer data to identify trends and opportunities for improvement. Strategic thinking: Ability to develop and implement customer service strategies that align with the district’s goals.
EDUCATION, TRAINING AND EXPERIENCE; CERTIFICATE AND LICENSE REQUIREMENTS: EDUCATION, TRAINING AND EXPERIENCE; CERTIFICATE AND LICENSE REQUIREMENTS: Education Training Experience:Bachelor’s degree in business administration, management, communications or related field. Certifications in customer service management and customer care desired. 5 years of experience in customer service with a history of managing teams or processes. Management experience leading and motivating teams, developing and implementing strategies, and managing team performance. Demonstrated passion for customer satisfaction.Certificate License: None
OVERTIME ELIGIBLE: No

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.)Oversees daily work and activities of Communications staff, including the Family and Staff Services Assistant, Office Assistant IV, and Office Assistant IV.Manages all elements of family and staff services, including the proper and effective utilization of all engagement and tracking tools, resources, technology, staffing, inter-office collaboration and special projects.Under general direction of the deputy chief develops the AskMCPS project plan, and executes all elements of the plan throughout the year.Manages special projects and supports the work of the deputy chief as directed.Researches and obtains tools and resources to better support the work of the team based on trends, best practices, recurring customer needs, and current events impacting the district and community.Liaises and works collaboratively with various district offices to address and support staff and family service needs and to complete special projects.Obtains, tracks and analyzes customer service data to assess effectiveness of services provided; uses data to: improve processes, services and strategies; create and distribute useful tools and resources; and determine appropriate ongoing training for family and staff services representatives.Serves as a point of escalation for family and staff services representatives to address customer needs; and effectively mitigates and responds to difficult or complex customer requests.Elevates issues to the Deputy Chief of Staff for the Division of Communications as needed.Engages and collaborates with MCPS offices and external organizations to develop and improve relationships in order to better serve customers, provide resources and learn more effective strategies of engagement and customer service.Performs related duties as required or assigned.

This description may be changed at any time.