Title: Manager, Customer Service
Department: Office of Certification and Customer Service
Reports To: Executive Director, Certification and Customer Service
Union Affiliation: Not Represented by a Union
Salary Range: $76,230 - $ 96,857

For forward-thinking administrators and educators, opportunities abound in the School District of Philadelphia. The School District of Philadelphia is committed to transforming the education opportunities it offers the city's 200,000 school-aged children. The District seeks leaders who have a passion for working with schools, principals and communities who are committed to ensuring all students achieve. Serving a population as diverse as ours requires creativity, commitment and vision. Will you join us?

Job Summary

Oversees and directs the activities of a professional staff with responsibility for providing exceptional customer service. Participates in the development and implementation of policies and procedures, develops work processes that improve workflow and work efficiency and automates manual processes when feasible. Provides a variety of facilitative services and serves as a resource to customers for Talent procedures. Assists with advising employees of Talent policies and procedures. Ensures the timely and efficient completion of assigned projects.
Essential Functions

• Plans, assigns and reviews the work activities of professional staff members responsible for providing excellent customer service to current District employees.

• Administers retirements and resignations.

• Monitors work flow and the timelines of work output; tracks and monitors team results.

• Creates systems to ensure work efficiency and trains staff in the use of systems.

• Ensures staff uses existing District systems such as Advantage, SMS, Taleo, and HRIS and new systems to provide excellent customer service.

• Oversees providing replacement badges and updated fingerprints for current employees.

• Manages the Fingerprint contract (currently Idemia) to keep Fingerprint stations up to date.

• Manages the relationship with I.T. Security to maintain ID Badging Stations.

• Manages inventory for both fingerprinting and badging stations.

• Participates in the development and implementation of policies and procedures for Talent Customer Service functions.

• Researches, develops and maintains a customer inquiry tracking system.Minimum Requirements

• Bachelor's degree from an accredited college or university.

• Four years of full-time, paid, professional experience in customer service experience working with advanced customer requests using technical systems, at least two of which have been in a supervisory capacity overseeing the work of customer service representatives and included participation in the development of systems and staff.

NOTE: An applicant who does not meet the minimum education or work experience requirements listed above may be considered if, at the sole discretion of the Talent Office, they have a unique combination of education and work experiences that indicates potential for success in this role.
Knowledge, Skills and Abilities

Demonstrated knowledge of:

o outstanding customer service practices and procedures.
o the principles, practices and techniques of public personnel administration.
o techniques in the area of test development, preparation, administration and rating.
o office management methods and record keeping practices and procedures.
o developing a customer service procedures manual.
o interviewing procedures. o supervisory methods and techniques.
o administrative practices and procedures commonly used for effective organization.

Demonstrated ability to:

o plan, schedule, review and oversee the work of a team of individuals involved in technical support and customer service functions.
o provide training to staff and other offices on matters related to customer service procedures.
o interpret and explain policies and procedures to vendors, business partners and customers.
o analyze facts and exercise discretion and tact in handling sensitive and/or confidential information.
o use a personal computer.
o communicate effectively, both orally and in writing.
o establish and maintain effective working relationships.
Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Nondiscrimination

The School District of Philadelphia provides equal employment opportunities to all employees and applicants for employment without regard to race, color, age, creed, religion, sex, sexual orientation, ancestry, national origin, disability, pregnancy, marital status, gender identity, or genetic information. Please refer to Board Policy 348 for further information regarding the District's commitment to Nondiscrimination in Employment Practices.