CSR - Call Center / Service Desk

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 • 1–2 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