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Job Details
Call Center Licensure Specialist Consultant 1972
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Duties
Reporting to the Supervisor this individual will provide technical support and assistance via phone to educators regional offices of education and other education community members pertaining to Illinois educator licensure and license renewal. This person will also conduct research and developmaintain materials to aid the department in continuously improving its service to Illinois educators.
Duties and Responsibilities
Provides technical support and informational assistance to stakeholders via phone regarding Illinois educator licensure including but not limited to Educator Licensure Information System ELIS and Professional Development Tracking System PD navigation website navigation password resets locating documents and test scores on file assisting with application wizards and providing information on application renewal registration reinstatement and payment processes.
Assists with responding to escalated calls.
Assists with the timely evaluations of applications by completing evaluations and uploading licensure related documents into ELIS.
Recommends phone coverage schedules.
Plans schedules and leads various meetings.
Provides thorough and comprehensive assistance to Agency staff and external stakeholders via various communication channels regarding licensure related topics.
Coordinates efforts for continuous improvement of the departments customer service.
Researches and identifies repeat issues system functionality problems and website impediments and recommends strategies for improvement.
Participates in problem solving for reported issues based on best practices and customer service needs.
Analyzes data to identify potential areas for improvement.
Attends trainings to increase department customer service.
Develops and provides training to new and current employees.
Researches and recommends external training opportunities and continuous improvement efforts to management.
Performs other duties as assigned.
Qualifications
Required Qualifications
Associates degree or high school diploma with a combination of two years of education training andor experience related to the duties of this position. COPY OF TRANSCRIPTS REQUIRED AT TIME OF APPLICATION
One year of experience working in a call center or as an office receptionist providing customer service or technical support to customers via phone.
Excellent oral written and interpersonal communication skills.
Ability to multi-task and demonstrate proficiency in simultaneously talking and typing while on the phone with callers.
Ability to work independently yet quickly assimilate into a team atmosphere to participate in group assignments.
Demonstrated ability to research and problem solve while calmly handling challenging requests and demands from customers.
Working knowledge of computer operating systems such as Windows.
Ability to make decisions based on sound logic.
Ability to take initiative to solve issues without being directly assigned.
Demonstrated leadership knowledge and demonstrated reliability.
Preferred Qualifications
Experience creating and delivering trainings to coworkers.
Experience working in an education setting.
Experience analyzing data e.g. call volume call hold times timelines for work completion volume of mail and identifying areas for improvement.
Experience using the Educator Licensure Information System ELIS.
Experience with Microsoft Office Suite and Office 365 preferred.
Knowledge of Illinois educator licensure.
Spanish language proficiency.
Salary
Benefits
Union IFSOE
Department Educator Effectiveness
Anticipated Starting Salary Range 48268 - 58950
Full Salary Range 48268 - 75865
Office Hours Monday - Friday 800 a.m. - 500 p.m.
How to Apply
To view full posting and apply electronically please visithttpswww.isbe.netListsISBECareersCareerDisplayForm.aspxID1138.
Interested parties must submit the required application cover letter resume and transcripts unofficial until recommended for hire. The subject line should include the position numbers you are applying for.
Email Address careers-sprisbe.net
School District httpwww.isbe.net
ILearn Link ILEarnReport Card Link District Report Card
Job Posting Date 3172026 Start Date 3172026
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Job Details
District Name IL State Board of Education
Building Name Alzina
Address 100 N First Street Springfield IL 62777
Phone 217 782-6434
Fax 217785-3972
IASA Region Abe Lincoln
County Sangamon
Employment Type Full-time permanent
Job Category AgencyAssociation
Grade Level Other
Job Alerts Sign Up 217-753-2213
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