Payroll Call Center Rep 

Job Number:

2500009E 

Posting Date

: Feb 25, 2025, 3:54:22 PM

Primary Location

: Southwest Side-501 W 35th St (Bridgeport)

CPS Non-Union Job Grade: S03

Estimated Annual Salary Range

: 39,000.00 – 51,000.00

Position Type: Union Position

Overtime Status

: Non-exempt

Final salary offers are dependent upon candidate qualifications.

JOB DESCRIPTION ——————————————————————————————————————————————————————————————

Chicago Public Schools (CPS) is a district on the rise, serving over 320,000 students in 500+ schools and employing over 44,000 people, most of them teachers. CPS has set ambitious goals to ensure that every student, in every school and every neighborhood, has access to a world-class learning experience that prepares each for success in college, career, and civic life. In order to fulfill this mission, we make three commitments to our students, their families, and all Chicagoans: academic progress, financial stability, and integrity. Six core values are embedded within these commitments – student-centered, whole child, equity, academic excellence, community partnership, and continuous learning.

The Office of the Controller is responsible for the financial operations of Chicago Public Schools, including Accounts Payable, Accounts Receivable, Payroll, Internal Accounts, and Corporate Accounting.

Job Summary:

Under direct supervision, the Payroll Call Center Rep is the first point of contact for over 48,000+ Chicago Public Schools employees on all payroll-related inquiries. This role provides support for customer interactions over the phone and participates in developing, reviewing, and editing payroll policies. This is a Full-time non-exempt position that will be paid for time worked on an hourly basis.

This position will be held accountable for the following responsibilities:

• Receives, investigates, and provides clear and accurate answers to CPS employees on basic payroll information and procedures, including pay schedules, deductions, time keeping records and others, adhering to the service metrics requirements.
• Serves as the first-level support to customer inquiries escalating more complex inquiries.
• Creates call incidents, tracks customer inquiries, and closes out call transactions.
• Maintains clear and accurate records of customer inquiries and resolutions.
• Other duties as assigned

Education Required:

• High school diploma or GED equivalent is required

Experience Required:

• Minimum of two (2) years of customer service experience is required
• Minimum of one (1) year experience working in a payroll environment or with payroll systems is preferred
• Experience with payroll administration, call centers, and customer service management systems is preferred
• Experience with PeopleSoft and Kronos is preferred.

Knowledge, Skills, and Abilities:

• Strong communication and problem-solving skills to articulate verbal and written resolution to customers by telephone or email in a professional manner.
• Flexibility and a consistent positive attitude while resolving customer inquiries and issues.
• Ability to multi-task and create call incidents to track customer inquiries while simultaneously closing out call transactions.
• Bilingual (Spanish) is preferred

Conditions of Employment

As a condition of employment with the Chicago Public Schools (CPS), employees are required to:

• Establish/Maintain Chicago Residency – Employees are required to live within the geographic boundaries of the City of Chicago within six months of their CPS hire date and maintain residency throughout their employment with the district. The Chicago residency requirement does not apply to temporary/part-time positions, however, all CPS employees must be residents of Illinois.

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