Representative Customer Service (50%)

AUSTIN ISD JOB DESCRIPTION

JOB TITLE: REPRESENTATIVE CUSTOMER SERVICE PAY GRADE: NIS 3 DUTY DAYS: 260 FLSA STATUS: NON-EXEMPT DATE REVISED: 09/18/2025 HC FUNDING SOURCE: THIS POSITION IS PARTIALLY OR FULLY FUNDED THROUGH LOCAL AND/OR GRANT SOURCES. CONTINUED EMPLOYMENT IN GRANT-FUNDED POSITIONS IS CONTINGENT UPON AVAILABILITY OF FUNDS.

MINIMUM QUALIFICATIONS: A high school diploma or equivalent is required. Two (2) years of related experience is preferred. Fluency in Spanish and English is preferred. This position requires the incumbent to work some nights, weekends and holidays as needed. SKILL REQUIREMENTS: This position requires the incumbent to have excellent communications skills, both written and verbal, with a friendly and professional demeanor and attention to detail in documenting customer interactions and information with accuracy. The incumbent must have strong problem-solving skills, with the ability to empathize with customers and provide effective solutions. Proficiency in using a district computer is required. The incumbent must be able to work independently and collaboratively and handle challenging and stressful situations calmly and effectively. JOB PURPOSE AND RESPONSIBILITY: The purpose of the Customer Service Representative will be to support the department. The Customer Service Representative will collaborate with the team members on day-to-day interactions, experiences, and goals for providing equitable and exceptional customer service within the department. This position will assist with the day-to-day maintenance of systems, including pulling relevant reports and researching details of scheduled events to ensure customers are assisted in a timely manner. ESSENTIAL FUNCTIONS:

Respond

to

inquiries

promptly

and

professionally

via

phone,

email,

or

chat,

providing

exceptional

service

and

support

to all Austin ISD stakeholders.

Collaborate

with

the

appropriate

team

to

support

the

day-to-day

operations

of

the

department.

Assist

with

the

day-to-day

maintenance

of

the

system,

including

pulling

reports

and

researching

details

of

scheduled events to ensure customers are assisted in a timely manner.

Maintain

high

level

knowledge

of

programming

including

programs

offered

and

calendar

of

events,

ensuring

the

ability to effectively address stakeholders' questions and concerns.

Record

customer

interactions,

transactions,

comments,

and

complaints

accurately

and

implement

daily

reporting

to team leaders.

Collaborate

with

internal

teams

to

gather

information

and

provide

timely

resolutions

to

customer

inquiries.

Follow

established

procedures

for

handling

customer

inquiries,

complaints,

and

requests,

ensuring

compliance

with local, federal and state confidentiality regulations.

Continuously

improve

customer

service

skills

and

knowledge

through

training,

feedback,

and

professional

development opportunities.

Page

1

of

2

AUSTIN ISD JOB DESCRIPTION

Assist

with

ongoing

projects

and

recognition

goals

for

the

department.

Provide

an

exceptional

customer

experience

for

all

AISD

stakeholders

with

intentional

and

professional practices

that promote a culture of respect. OTHER DUTIES AS ASSIGNED: Perform other related duties as assigned; however, all employees are expected to comply with lawful directives in rare situations driven by need where a team effort is required. PHYSICAL EFFORT AND WORK ENVIRONMENT: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position may involve rare exposure to blood or body fluids. Regular attendance for this position is required. Tools/Equipment: Used: Standard computer, and peripherals Posture: Frequent standing, kneeling/squatting, bending/stooping, pushing/pulling, and twisting Motion: Frequent walking, rasping/squeezing, wrist flexion/extension, lifting and stacking, repetitive hand motion Lifting: Lifting and carrying (30 pounds and over) Environment: Office environment Mental

Demands:

Maintain

emotional

control

under

stre ss .

PERSONAL WORK RELATIONSHIPS: This position reports directly to the appropriate supervisor of the department and has no direct supervisory responsibilities. The Austin Independent School District provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. I have read & acknowledged the job description above. Employee Signature:

Date:

Page

2

of

2