<p>District Office - Position - Other</p> <p>Job Number 8600044078</p> <p>Start Date</p> <p>Open Date 03/05/2026</p> <p>Closing Date</p> <p>This position serves as the customer service representative for the Office of Communications, Engagement and Enrollment, responsible for managing emergency response and other activities supporting stakeholder engagement. The Office of Communications, Engagement, and Enrollment (OCEE) leads strategic efforts to support and engage families as active partners in their children's education. The department includes the Office of Communications, Family Engagement, Community Engagement, and Enrollment, Choice, and Transfer. The individual in this role provides comprehensive customer service support to all offices within OCEE, and coordinates emergency response efforts for Baltimore City Public Schools. This representative also assists in the daily operations and administration of the office and helps to resolve internal and external customer issues. This customer service representative oversees high-level customer complaints under the direction of the Ombudsman and provides support to the resolution of disputes as needed.</p> <p>Essential Functions</p> <ul> <li>Will meet with families and other visitors in person in the Ombudsman's Office to address questions, concerns, and requests for assistance. </li><li>Documents complaints and needed supports through district log/portal (HEAT) to ensure timely response and resolution of issues. </li><li>Escalate and elevate repeated concerns to necessary offices of heightened importance </li><li>Answer incoming phone calls, provide accurate information, and ensure timely follow up. </li><li>Triages support and refers requests to department contacts as needed. Dispatches and direct contract/temporary staff as needed to resolve customer issues/concerns. Follows up to ensure prompt resolution of outstanding inquiries and requests. </li><li>Provides emergency response and de-escalation actions in times of crisis to ensure services and supports are maintained and provided to stakeholders. </li><li>Assess, create, and maintain a robust clearinghouse of information related to core functions of the division to support internal and external stakeholder engagement. </li><li>Leads technical support to key division communications and engagement platforms (e.g., website, enrollment system, parent/family portal, partnerships and volunteer portal, and translation and interpretation portals/systems) to support stakeholder utilization and engagement with platforms. </li><li>Supports core operational and administrative functions (e.g., office management, payroll, stipend payments, expense reports) </li><li>Developing and leading technical support sessions that promote a culture of excellence in customer service and support. And develop and lead technical support service. </li><li>Participates in training and development programs and internal workgroups (as needed) to enhance technical, interpersonal and communications skills and proficiency related to assigned work and other special projects. </li></ul> <p>Maximum Salary 115639.00</p> <p>Minimum Salary 65574.00</p> <p>Desired Qualifications</p> <ul> <li>Associate's degree is preferred. A minimum of 3 years of experience in a closely-related field (student/family counseling, admissions, enrollment management, mediation/dispute resolution, student services), a call center, or experience in positions such as customer service representative or department assistant may be considered in lieu of education. </li><li>Proficiency in technical computer applications including Microsoft Office (Word, Excel, PowerPoint) and Outlook; knowledge of customer relationship management software/platforms. Must be willing to learn other applications/systems as needed. </li><li>Proficiency in the use of multi-line telephone systems and ability to manage in a fast-paced, high call volume environment. </li><li>Excellent oral and written communication skills with the ability to draft correspondence (e.g. emails, memos, and letters) while using tact and exercising good judgement when interacting with the public, schools, and central office personnel. </li><li>Strong interpersonal skills and experience communicating and interacting effectively and respectfully with individuals from diverse backgrounds and all demographic communities </li><li>Ability to use judgment and initiative to quickly assess and resolve issues/solve problems. </li><li>Ability to regularly reassess priorities and adjust to changing workload demands. </li><li>Ability to enter data accurately using computer databases within time constraints. </li><li>Ability to establish and maintain working relationships with departmental officials, associates, and employees. </li><li>Ability to coach, lead and provide feedback to others. </li><li>Ability to gain general knowledge about Baltimore City Public School operations to effectively respond to concerns and requests. resolve customer concerns </li><li>Ability to exercise sound judgement and independent decision making to resolve concerns effectively, and determines when issues require escalation to appropriate leadership </li><li>Ability to present the district's school portfolio to current and prospective families </li><li>Excellent project management, presentation, time management, and organization skills. </li><li>Ability to multitask and respond to multiple requests/inquiries with a sense of urgency. </li><li>Ability to demonstrate and maintain a high degree of professionalism, attention to detail, strong ethical standards, and a positive, flexible, high-energy attitude. </li><li>Demonstrated ability to exercise independent judgment and prudence in dealing with sensitive, confidential matters. </li><li>Demonstrated strong collaboration skills and works effectively with diverse teams across the district, including school-based staff, to support organizational goals and ensure coordinated service delivery </li></ul> <p>Full time or Part time Full time</p> <p>Additional Details</p> <p>Qualified candidates for the above position must submit the following:</p> <ul> <li>Completed online application </li><li>Resume that clearly demonstrates the above minimum qualifications. It is important that you include all experiences and education related to the position to which you are applying. </li><li>Upload copies of all transcripts -undergraduate, graduate and all MSDE Certifications </li><li>Must provide three (3) professional references to include: name, title, business address, e-mail address and phone number </li><li>All documentation/certification necessary (scanned copies accepted) to substantiate minimum qualifications; must be uploaded into application </li><li>All documentation must be scanned and uploaded to application </li></ul> <p>Benefits -- This position is eligible for benefits. To review the available options please see the information relevant to the union for this position by viewing the following link: http://www.baltimorecityschools.org</p> <p>Baltimore City Public Schools ("City Schools") does not discriminate in its employment, programs, and activities based on race, ethnicity, color, ancestry, national origin, nationality, religion, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy or parenting status, family structure, ability (cognitive, social/emotional, and physical), veteran status, genetic information, age, immigration or citizenship status, socioeconomic status, language, or any other legally or constitutionally protected attributes or affiliations. Discrimination undermines our community's long-standing efforts to create, foster, and promote equity and inclusion for all. Some examples of discrimination include acts of hate, violence, harassment, bullying, or retaliation. For more information, see Baltimore City Board of School Commissioners Policies JBA (Nondiscrimination - Students), JBB (Sex-Based Discrimination - Students), JICK (Bullying, Harassment, or Intimidation of Students), ACA (Nondiscrimination - Employees and Third Parties), ACB (Sexual Harassment - Employees and Third Parties), ACD (ADA Reasonable Accommodations), and ADA (Equity), and the accompanying City Schools Administrative Regulations. City Schools also provides equal access to the Boy and Girl Scouts and other designated youth groups. Link to Full Nondiscrimination Notice.</p> <p>This position is affiliated with the City Union of Baltimore bargaining union.</p> <p>This position is affiliated with the City Retirment Plan.</p> <p>In accordance with Maryland law, City School is required to share the position salary ranges in its entirety. Please note, this is not the hiring range. The hiring range for this position is ($65,574 - 82,215).</p>