District of Columbia Public Schools (DCPS) · 3 weeks ago
Analyst, Customer Care
Washington, DC
Full-time
Onsite
Entry Level
$62K/yr - $70K/yr
1+ years expDistrict of Columbia Public Schools is dedicated to enhancing student success by attracting and retaining top talent. The Analyst, Customer Care will provide front desk support and resolve personnel issues while collaborating with various teams to ensure excellent stakeholder experiences.
AssociationHealth Care
Responsibilities
Liaise all Employee Services visitor reception services, including greeting guests, triaging complex inquiries, and monitoring visitor tracking tools to ensure all stakeholder concerns and issues are documented, tracked and resolved appropriately
Analyzes issues received from internal and external stakeholders and determines the most efficient means of resolution alongside practice area experts within DCPS
Develops strong professional relationships with various internal teams to drive collaboration and ensure a premium customer experience
Researches and collaborates to manage outgoing email communications related to clearance compliance, including providing updates on candidates' clearance statuses, assisting with application support, and escalating issues as appropriate
Provides technical support assistance for reviewing and analyzing data; performs audits of databases and reports any discrepancies; and processes updates as needed
Supports the Manager & Director with various routine and non-routine operational tasks, including but not limited to candidate compliance outreach, ID badge issuance, I-9 verification and process completion audits, and application updates
Maintains floor security, alongside OES colleagues, by following office policies and procedures, and controlling access to office space
Tracks and reports on floor maintenance requests, and ensures reception area is tidy and presentable, and stocked with all necessary supplies and materials
Liaises the receipt and dissemination of floor mail, packages, and other correspondence appropriately
Keeps abreast of various DCPS procedural requirements and changes and adjusts operations accordingly
Troubleshoots and develops best-practice routines and processes pertaining to administrative matters
Qualification
Required
Bachelor's degree and one year of experience OR two years of experience (no degree requirement)
Advanced Proficiency in Microsoft Word, Excel, and Outlook as well as web-based applications and information systems required
Human Resources and/or customer service experience required
Natural problem solver and critical thinker
Availability to work occasionally, depending upon priorities and workload, before and after business hours and on weekends is essential
Strong oral and written communication skills, and ability to communicate effectively with individuals at all levels of the organization
Ability to multitask, retain information, and work under pressure in a fast-paced environment
Takes initiative and uses a can-do approach to be flexible in spotting and resolving issues in a timely manner
Provides excellent customer service and is skilled in dealing with difficult situations and personalities
Accepts constructive feedback, is cooperative, and has a strong willingness to learn
Tolerant of change and uncertainty
Skilled in establishing and maintaining strong interpersonal relationships, collaborating with others, and working in teams
Punctuality and reliability
Shows self-awareness, self-monitoring, ability to course correct when improvements are necessary, and good judgment
Preferred
Previous exposure to or experience in the education sector a plus
Bilingual (Spanish-speaking) highly desirable
Company
District of Columbia Public Schools (DCPS)
District of Columbia Public Schools (DCPS) is the public school district in Washington, D.C.
1001-5000 employees
H1B Sponsorship
District of Columbia Public Schools (DCPS) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (139)
2024 (153)
2023 (117)
2022 (73)
2021 (39)
2020 (29)
Funding
Current Stage
Late StageTotal Funding
$21.8M2024-01-04Grant· $21.8M
Leadership Team
Ely Ross
Chief Operating Officer
Rob Jaber
Deputy Chief Operating Officer, Food & Nutrition Services
Recent News
Department of Employment Services DC
2025-05-24
2024-05-19
Company data provided by crunchbase