Position Title: Constituent & Customer Experience Specialist

Job Title: Constituent & Customer Experience Specialist

Function: Family & Community Services

Family: Family & Community Engagement

Reports to: Director, Family & Community Engagement Pay Grade: E15

Terms of • 230 days per year. FLSA Classification: Exempt
Employment: • Non-Chapter 21 employment agreement.

• Salary is in the pay grade E15 on the Exempt

• Entry salary is at $61,667.60 with consideration

Funding
This position is locally funded

Source:

Job Scope
Uses significant independent judgment and familiarity with the field to perform work. May be responsible for the
administration of various moderate and high complexity departmental programs and may lead a group of
employees. May develop policies and procedures and oversee the implementation and execution of them.

Position Summary
The Constituent & Customer Experience Specialist serves as a liaison between families and community members
and the district (schools and departments) to support with concerns and inquiries. This team works in the
Customer Experience Center under the Family and Community Engagement Department to implement and
improve the quality of customer service offered and communications strategies pertaining to services provided to
stakeholders. The position entails working with confidential, urgent, and sensitive matters.
Essential Functions / Key Responsibilities

1. Liaises with parents, principals, and other staff to reach a resolution to concerns following the district
concern and resolution process.

2. Services incoming constituent requests and addresses issues via telephone calls, written correspondence,
and in-person meetings.

3. Provides professional, respectful, courteous, and friendly support to internal and external stakeholders in
the SAISD Customer Experience Center.

4. Promotes and supports district family engagement initiatives, to include parent leaders network, family
workshops, social emotional learning resources, college/career readiness resources, social services
resources, etc. to constituents, as appropriate.

5. Screens and responds to all incoming electronic requests using independent judgment to determine
priorities.

6. Maintains detailed database of issues reported and responses provided.
7. Works with school and department leaders to provide appropriate responses to constituent needs.
8. Effectively follows up on commitments to constituents and resolves issues.
9. Assists director with research on various topics and by analyzing and summarizing results.

Revised: 07/28/2023

10. Develops regular reports (as applicable) in areas such as activity statistics and service levels, constituent

feedback, trend awareness and exception tracking.
11. Performs other related duties as assigned within the appropriate skill and experience capabilities

expected for this position.

Minimum Requirements

• Bachelor's degree from an accredited college or university or 4 years equivalent experience.

• 5 years of relevant experience.

• 5 years progressive experience in role handling customer service, client management, public relations, or

Work Environment:

• Computer, computer software programs and peripherals, teacher resource materials and