Bilingual Engagement Specialist

THE OPPORTUNITY :

Location : Administration or As Assigned

Reports to : Director, Customer Experience

FLSA Status : Non-Exempt

Salary Band : 11

Compensation : $40,800.00 - $57,120.00

The Bilingual Engagement Specialist position is in the Customer Experience Department. This is a nonunion central office-based position.

This position is responsible for servicing the public and providing direct support to the Customer Experience Department in the coordination and execution of department priorities, service delivery-centered efforts and school based support, Communicate with H.

E.A.R.T. program components and Ombuds Office support. This role will serve as lead and support the implementation of special projects and division initiatives such as the Let’s Talk® service delivery platform.

The Bilingual Engagement Specialist will provide the highest level of customer service to visitors and guests in a face-to-face atmosphere and will work collaboratively with the Welcome Center teams to coordinate visitor management protocols and ensure continuous improvement processes are in place for pleasant, engaged, and efficient visitor experiences.

This individual will prioritize responsibilities to meet scheduled timelines and agendas, working independently and in coordination with department managers and District teams to get the job done.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Deliver excellent customer service via the Communicate with H.E.A.R.T. model
• Provide administrative support to the Customer Experience Department
• Lead, coordinate, and assist with service delivery training, special projects and school supports (i.e., Serve as H.E.A.

R.T. Trainer, Shop for H.E.A.R.T., serve as lead / global user for Let’s Talk® communication platform, National Customer Service Week, PACE Out of School Time, Literacy Bridge School Outreach, CMSD Goes Red, H.E.A.R.T. Campaign)

• Work collaboratively with Ombuds Manager and provide on-going caseload supports as assigned
• Lead and coordinate the engagement and reception of visitors to the Welcome Center second floor service areas; ensure continuous improvement processes / protocols are in place for stellar visitor experiences with Welcome Center departments / teams
• Engage with customers and promote completion of Customer Satisfaction Feedback Survey; coordinate the review, response, and monthly reporting of feedback survey submissions
• Assist in compiling and generating data reports aligned to Let’s Talk® metrics, service delivery themes / trends and Communicate with H.E.A.R.T. components
• Assist in drafting and developing monthly messaging / engagement-related content with a focus on department priorities (i.

e., Communicate with H.E.A.R.T., Let’s Talk® and CMSD Customer Experience Protocols)

• Develop and maintain social media presence / engagement efforts and update department web page content
• Maintain and create files, documents, reports, and record keeping systems
• Implement District and or Board of Education policies
• Available and willing to work extended hours when necessary (i.e., peak enrollment periods, District wide events)
• Perform other duties as assigned

QUALIFICATIONS

• Bachelor’s Degree or equivalent combination of lesser education and relevant experience
• Must be bilingual in Spanish and capable of handling challenging situations and people with a high tolerance for ambiguity
• Successful experience in translations and interpretations of various education documents
• Successful project management experience
• High expectations and willingness to go above and beyond the call of duty for CMSD children
• Excellent customer service skills, tact, and good verbal communication
• Demonstrated organizational skills, motivation, exceptional resourcefulness, and willingness to work flexibly and cooperatively as a member of a team
• Ability to maintain confidentiality when handling sensitive personal data and District, school, or personnel matters
• Basic knowledge of grammar, spelling, and punctuation in English and target language
• Knowledge of methods of compiling, organizing, and analyzing data
• Working knowledge of ESchool and Powerschool
• Proficient in and experience with MS Office Suite, Outlook 365 and Smartsheet preferred
• Exceptional communication skills, both verbal and written
• Familiar with social media platforms as an engagement tool
• Ability to convey a positive and professional image; possess skills to deliver premier customer experience
• Forward thinker who actively seeks opportunities, critically assesses challenges, and proposes / identifies flexible, effective solutions
• Highly resourceful, team player who works well under pressure
• Comfortable interacting with all levels of organization (i.e., parents, students, staff, internal / external stakeholders)
• Ability to meet goals in a fast-paced, deadline-driven environment; positive reception to change and competing demands
• Personal sense of accountability around the ultimate success of CMSD transformation
• Ability to perform multifaceted tasks with minimum supervision
• Ability to adjust to change and flexibility in communication with various departments

Additional Job Skills

• Knowledge of the principles and techniques of effective verbal and written communication in the English and Spanish languages
• Ability to verbally translate spoken material from English into a designated second language(s)
• Ability to communicate effectively with other employees and the general public
• Considerable knowledge of general office practices, procedures, and equipment
• Considerable ability to deal courteously with the public, supplying general information and direction in a clear, concise manner
• Strong written and verbal communication / presentation skills
• Ability to establish and maintain effective working relationships with faculty, staff, students, and the public
• Ability to communicate effectively, both orally and in writing
• Excellent computer proficiency and ability to use MS Office (Word, Excel, PowerPoint, Smartsheet)

WORKING CONDITIONS / PHYSICAL DEMANDS

The characteristics listed below are representative of the work environment typically encountered by an individual while performing the essential duties of this position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Expected moving, walking, and standing consistent with an office environment and occasionally lifting up to 15 pounds
• While performing the duties of this job, the employee is regularly required to stand, walk and sit; use hands to finger, handle, or feel;

and reach with hands and arms

• The employee is frequently required to talk and / or hear.
• Specific vision abilities required by this job include close vision, color vision, depth perception, and the ability to adjust focus.
• While performing the duties of this job, the employee is exposed to a normal office environment.
• Local travel may be required for training / meetings.
30+ days ago