This position is located in the Office of the State Superintendent (OSSE), Division of Student Transportation (DOT), Parent Resource Center (PRC). The mission of OSSE DOT is to provide safe, reliable, and efficient transportation services that positively support learning opportunities for eligible students from the District of Columbia.

This position functions as Lead Customer Service Communications Specialist, responsible for assuring that the work assignments of other Customer Service Specialists within the Parent Resource Center are carried out in an efficient and effective manner. The incumbent performs a range of coordination and supportive duties and responsibilities.  In addition to serving as lead, the incumbent provides relevant information to the public concerning departmental programs and services and investigates agency complaints or problem issues concerning customer and communication services. This position reports to the Customer Service Manager. 

Duties and Responsibilities

As the Lead Customer Service Communications Specialist, the incumbent is responsible for identifying, distributing and balancing workload tasks among employees in accordance with established workflows; assesses the strengths and weaknesses of the team and helps leadership to determine what improvements can be made in work methods, processes and procedures. As a part of those responsibilities, the incumbent ensures the strategic plan, mission, vision and values are communicated to the team, and integrated into the team's strategies, goals, objectives, work plans, work product and services and regularly articulates and communicates to the team the assignments, projects, problems to be solved, actionable events, milestones and/or program issues under review, as well as deadlines and time frames for completion.

This role is also responsible for responding to inquiries and conducts technical studies of complaints or problem issues and recommends solutions. In this capacity, the incumbent evaluates the nature of each customer inquiry and provides appropriate information, or directs the inquiry to the proper organizational component or staff member(s) of the agency. This role analyzes information gathered from stakeholders, ascertaining whether or not urgent action is required and initiates corrective action when necessary to solve potentially complex issues and suggests courses of action to resolve problems. The incumbent participates in developing recommendations for changes or improvements for the customer and communications services program and provides assistance and input in the preparation and content of written procedures for conducting operations. The role also coordinates and participates in preparing communications in response to inquiries from parents and school staff members, other District and Federal agencies, and the general public.

The work is complex in nature and often involves conflicting situations/issues that require advanced knowledge of customer and communication services regulations, policies and procedures as related to the agency’s programs and services. When making decisions the focus should be on our Core Values; focusing on all related stakeholders and striving for organizational excellence. The incumbent must be determined to build strong partnerships through teamwork and collaboration. As such, the Lead Customer Service Communications Specialist is responsible to maintain the Office of the State Superintendent of Education customer service operation guidelines, correspondence manuals, and established policies and procedures. The incumbent follows established guidelines relative to the maintenance of confidential correspondence and files, release of information, and destroying or retiring of files.