IT Helpdesk

Csr Call Center / Service Desk Service Desk SupportNow Hiring: CSR Call Center / Service Desk Service Desk Support Cleveland, OH (Hybrid / On-Site as Required) Location: 1111 Superior Ave. East, CMSD Welcome Center, Cleveland, OH 44114We are seeking professional and customer-focused Customer Service Representatives (CSR) to support the Customer Care Service Desk operations for Cleveland Metropolitan School District. This role is ideal for candidates with strong communication skills, call center/customer support experience, and the ability to thrive in a fast-paced environment while assisting families, students, employees, and community members.Position OverviewThe CSR will respond to inbound customer inquiries, provide accurate information, assist with issue resolution, perform warm transfers/escalations, and maintain excellent customer service standards aligned with the District's H.E.A.R.T. service philosophy.Key Responsibilities Respond to inbound customer inquiries professionally and courteously Assist callers with District-related questions, service requests, and support needs Utilize knowledge base materials and operational workflows to provide accurate resolutions Perform warm transfers and escalate issues as required Document customer interactions, concerns, and resolutions accurately Support high-volume call periods including enrollment and transportation seasons Maintain professionalism, empathy, and confidentiality standards Participate in onboarding, training, coaching, and quality assurance activities Collaborate with supervisors and operational teams for service continuity Maintain attendance, schedule adherence, and operational responsivenessRequired Qualifications High school diploma or equivalent required 12 years of customer service, call center, contact center, or help desk experience preferred Strong verbal communication and active listening skills Professional phone etiquette and customer engagement abilities Ability to multitask in a fast-paced, high-volume environment Basic computer proficiency and ability to navigate multiple systems Strong documentation, organizational, and multitasking skills Ability to maintain confidentiality and professionalismPreferred Qualifications Bilingual English/Spanish skills preferred Experience in education, healthcare, public sector, or community service environments preferred Familiarity with ticketing systems, call management platforms, or customer service software preferred Experience working in hybrid/team-based environments preferredWork Environment Hybrid / On-Site as Required Flexible scheduling during peak operational periods Participation in onboarding and operational readiness activities prior to go-live