This position is located in the Office of the State Superintendent (OSSE), Division of Student Transportation (DOT). 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. The position works under the direction of the Supervisory Investigator. This position functions as Lead Customer Service Communications Specialist (Audit & Compliance), responsible for assuring that the work assignments of other Customer Service Communications Specialists within the office are carried out in an efficient and effective manner.  

The overall responsibility of the incumbent is to perform a range of coordination and supportive duties and responsibilities by utilizing a variety of coordinating, coaching, facilitating, consensus building and planning techniques. In addition to serving as leader, 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. The work is complex in nature and often involves conflicting situations/issues that require advanced knowledge of customer and communication services regulation and policies and procedures as related to the agency’s programs and services. 

Specific Functions:  
The Lead Customer Service Communications Specialist (Audit & Compliance) is responsible for identifying, distributing and balancing workload in accordance with established workflow. They will assess the strengths and weaknesses of the team and provide recommendations for improvements that can be made in work methods, processes, and procedures. Additionally, the Lead Customer Service Communications Specialist (Audit & Compliance) will mentor and coach the team to provide support in decision making, problem solving, and viable solutions. They will provide relevant information to stakeholders concerning departmental programs and services and; they will be responsible for providing subject-matter expertise in customer service and quality assurance, compliant resolution, internal audits, and data reporting to the Supervisory Investigator for Audit and Compliance.  

Key Qualifications: 

• Specialized Experience: Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression for the occupation in the organization. Examples of specialized experience can include but not be limited to the following: operating Salesforce, Navman, and/or GPS Fleet tracking system and functioning in a call center with high-volume customer service delivery and handling complaints.  
• Experience working in the transportation sector is preferred. 

Interested applicants should register for the OSSE Hiring Fair.