call center representative Chicago, IL
Job description
Chicago Public Schools (CPS) is one of the largest school districts in the United States, serving over 330,000 students in 600+ schools and employing nearly 36,000 people, most of them teachers. CPS has set ambitious goals to ensure that every student, in every school and every neighborhood, has access to a world-class learning experience that prepares each for success in college, career, and civic life. In order to fulfill this mission, we make three commitments to our students, their families, and all Chicagoans: academic progress, financial stability, and integrity. Six core values are embedded within these commitments – student-centered, whole child, equity, academic excellence, community partnership, and continuous learning.
The Office of the Controller is responsible for the financial operations of Chicago Public Schools, including Accounts Payable, Accounts Receivable, Payroll, Internal Accounts, and Corporate Accounting.
Job Summary:
Under direct supervision, the Payroll Call Center Rep is the first point of contact for over 48,000+ Chicago Public Schools employees on all payroll-related inquiries. This role provides support for customer interactions over the phone and participates in developing, reviewing, and editing payroll policies.
The Payroll Call Center Rep will be held accountable for the following responsibilities:
- Receives, investigates, and provides clear and accurate answers to CPS employees on basic payroll information and procedures, including pay schedules, deductions, time keeping records and others, adhering to the service metrics requirements.
- Serves as the first-level support to customer inquiries escalating more complex inquiries.
- Creates call incidents, tracks customer inquiries, and closes out call transactions.
- Maintains clear and accurate records of customer inquiries and resolutions.
- Performs other duties as assigned
In order to be successful and achieve the above responsibilities, the Payroll Call Center Rep must possess the following qualifications:
Education Required:
- High school diploma or GED equivalent is required.
Experience Required:
- Minimum of two (2) years of customer service experience is required
- Minimum of one (1) year experience working in a payroll environment or with payroll systems is preferred
- Experience with payroll administration, call centers, and customer service management systems is preferred
- Experience with PeopleSoft and Kronos is preferred.
Knowledge, Skills, and Abilities:
- Strong communication and problem-solving skills to articulate verbal and written resolution to customers by telephone or email in a professional manner.
- Flexibility and a consistent positive attitude while resolving customer inquiries and issues.
- Ability to multi-task and create call incidents to track customer inquiries while simultaneously closing out call transactions.
- Bilingual (Spanish) is preferred
Conditions of Employment
As a condition of employment with the Chicago Public Schools (CPS), employees are required to:
- Establish/Maintain Chicago Residency - Employees are required to live within the geographic boundaries of the City of Chicago within six months of their CPS hire date and maintain residency throughout their employment with the district. The Chicago residency requirement does not apply to temporary/part-time positions, however, all CPS employees must be residents of Illinois.
- Be Fully Vaccinated Against COVID-19 - Unless approved for a medical or religious exemption, all employees are required to be up-to-date on COVID-19 vaccinations, including boosters, and to submit proof of vaccination to the district within 30 days of hire. “Up-to-date” on vaccination is defined as being at least two weeks past all primary vaccine doses and any applicable boosters.
