Call Center Specialist

POSITION TITLE: LICENSURE CALL CENTER (CONSULTANT #1912)

ISBE is looking for new talent to add to our Educator Effectiveness team. Reporting to the Supervisor, this individual will provide technical support and assistance via phone to educators, regional offices of education, and other stakeholders pertaining to Illinois educator licensure and assist with the timely evaluation of licensure applications by completing evaluations and uploading licensure-related documents into the Educator Licensure Information System (ELIS).

Duties and Responsibilities:

• Provides technical support and informational assistance to stakeholders via phone regarding Illinois educator licensure including, but not limited to, ELIS 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 the timely evaluations of applications by uploading licensure related documents into the department's electronic educator licensure system (ELIS).
• Attends trainings to increase customer service and licensure call center expertise and to complete cross-training for all assigned call center duties.
• Provides training to new employees.
• Performs other duties as assigned.

Required Qualifications:

• Associates degree or high school diploma with a combination of two years of education, training, and/or experience related to the duties of this position. (COPY OF TRANSCRIPTS REQUIRED AT TIME OF APPLICATION)
• One year of experience in customer service or technical support; experience working with multi-line phone systems or receptionist duties.
• 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.