Customer Care Representative, Transportation

Qualifications

• High School Diploma or GED equivalent.
• Clear and valid Texas Driver's License with an acceptable driving record as determined by the Texas Department of Public Safety.
• Work experience in the customer service field preferred.
• Ability to work extended periods on the computer and/or phone, simultaneously as required.
• Effective and professional communication (both verbal and written) and interpersonal skills.
• Ability to become proficient in the systems and software utilized by the call center and the Transportation Department.
• Ability to receive detailed information and prepare accurate reports in a fast-paced environment.
• Ability to multi-task, organize data, and prioritize job responsibilities to perform all tasks in a timely and efficient manner.
• Ability to exercise good judgement and effective decision-making skills.
• Proficient in computer and typing skills and familiar with Windows and word processing software.

Terms Of Employment

Salary/Paygrade: $32,367/CP-4
Salary Range (based on experience): as set by the Board of Trustees for the school year.

Essential Functions

• Serve as part of the transportation Department call center team and provide a positive customer experience to all callers.
• Answer and return phone calls in a timely and efficient manner, including assisting callers or transferring calls accordingly.
• Follow-up on all transferred calls and cases to ensure they are closed in an appropriate time frame.
• Communicate effectively and professionally with all transportation centers to assist callers.
• Utilize transportation systems and software to locate buses on the road, review student swipes, and assess bus arrival/departure times.
• Demonstrate compassion and empathy for callers during difficult conversations and utilize customer service training to deescalate situations as necessary.
• Demonstrate knowledge of district and department events and important dates.
• Review documents and data for accuracy, ensure proper grammar is utilized in final submission of documents.
• Accurately and concisely document all pertinent caller information.
• Provide support to campuses needing to update student information or obtain student activity.
• Aid parents and guardians with transportation department technology software, including, but not limited to, student bus locator, student campus locator, student identification badges, and parent student verification applications.
• Pull reports from GPS software as required.
• Obtain reports from daily call log and prepare necessary key performance indicator (KPI) information.
• Maintain confidentiality of district and department information.
• Monitor and respond to Transportation emails located on the district website in a timely and professional manner.
• Assist at other CFISD Transportation Centers or work as a backup for other customer care representatives as required.
• Process and scan department documents between calls and during down-time.
• Regular and reliable attendance is an essential job function.
• Perform other duties as assigned.