Administrative Support Iv - Nso (Northern Star Online)

Summary
This class is accountable for independently performing a full range of Administrative Support functions requiring an understanding of organizational policies and procedures. Some positions have unique requirements specific to a division or site and will be identified in each position posting via the Administrative Support Summary Sheet.
Knowledge, skills, and abilities

• Excellent verbal and written communication skills.
• Strong skills in a customer-centric approach to problem-solving
• Strong interpersonal skills, ability to actively listen and address customer concerns effectively.
• Proficiency in using computer applications and customer service tools; experience with ticketing systems is a plus
• Multitasking and time management skills to handle various inquiries simultaneously.
• Ability to:
• write grammatically correct email correspondences
• interact with individuals from diverse backgrounds for different purposes in different contexts;
• foster a positive and effective working environment and cooperative working relationships;
• work independently and follow through on assignments with minimal or no direction;
• set priorities which accurately reflect the relative importance of job responsibilities;
• perform effectively in environments with workload changes and competing demands with minimal direction;
• enter accurate data, review for accuracy, and perform functions to develop and create data reports;
• maintain confidentiality when handling sensitive and personal information;
• recognize, recommend, and provide input into the implementation process of a more effective method to work operations

Essential Functions

• Provide Exceptional Customer Support
• Respond to inquiries via phone, email, chat, or other communication channels promptly and professionally.
• Address student, parent, and faculty concerns with empathy and a solutions-oriented approach.
• Ensure a positive and supportive interaction with every customer.
• Assist students, parents, schools, and teachers with basic information about enrollment, system navigation, and programmatic questions.
• Support Ticketing System Management
• Triage all incoming inquiries and accurately assign tickets to appropriate staff members.
• Ensure timely ticket assignments and maintain excellent records of necessary student information within ticketing and student information systems.
• Answer all incoming phone calls and ensure accurate and timely follow-up.
• Administrative Tasks
• Assist with administrative tasks to support course request review, course enrollment, and student information system data entry.
• Ensure accuracy of course requests, student information system data, and other data and tasks as needed.
• Collaboration and Continuous Improvement
• Collaborate with other departments, such as technical support, academics, and student support to resolve customer issues and improve practices.
• Participate in ongoing training to stay updated on school policies, programs, and customer services skills.
• Offer suggestions for process improvement to enhance the customer experience.

Pay Rate & Benefits:

• Pay Rate: $22.80 - $23.85 per hour
• Generous Benefits: Medical, dental, life insurance, long-term disability insurance, paid leave, pension, optional 403b, and an incredible employee assistance program (includes 6 free counseling sessions)

Education and Experience Requirements

• Requires two (2) years experience above the routine clerk level in administrative and office support work.
• Requires experience in working with the public and a variety of database software, desktop computers or any combination of education and experience that provides equivalent knowledge, skills, and abilities.
• Substitution Allowed: College or Vocational Education, in business office skills, may be substituted for the General Experience on the basis of an equivalent number of fifteen (15) semester hours equaling one-half (1/2) year of experience to a maximum of one (1) year.
• For preferred experience for a clerical position specific to a department/site, see the Administrative Support IV Summary Sheet.
• View the full Administrative Support IV Job Classification.

Commitment to Equity: Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We would encourage you to apply, even if you don't believe you meet every one of our qualifications described.
Website: https://www.district287.org/workingat287
Email: hr@district287.org
Twitter: #287edchat