Customer Service Representative

Duties And Responsibilities

• Overseeing the District’s field trip process, including trip requests, vendor assignments, and quoting and billing for field trips.
• Oversee district van usage and processes associated with van usage.
• Assisting stakeholders in assigned areas throughout the Reading School District concerns, or questions regarding the delivery of student transportation services.
• Works with local schools, principals, teachers, and other campus personnel in the District to establish service expectations within realms of possibility and reasonable requests, creates open communication plan and discusses preferred mode and channel so it is clearly known who represents RSD “customers” throughout the day and a person they can reach with concerns and questions.
• Maintains a positive, empathetic, and professional attitude toward stakeholders at all times; ensures that parents, guardians, campus personnel, and others are fully heard and concerns are addressed promptly.
• Works fervently to acknowledge and resolve customer complaints; if resolutions cannot be addressed due to operational roadblocks and higher than achievable standards, then the CSR finds reasonable and timely solutions to provide resolutions.
• Ensures that regional requests, discussions with community members, and parents, guardians, daycare leadership, or others – are quickly brought to the attention of functional leadership; i.e., routing concerns brought to the routing team, safety concerns to risk management and maintenance issues to fleet services.
• Processes forms, requests, or other applicable service-related protocols and accepted procedures.
• Provides service reports to leadership; may be required to create presentations of material and information surrounding service achievement and lingering complications throughout the District.
• Communicates and coordinates with colleagues as necessary.
• Provides valuable feedback on the efficiency of the customer service process; provides recommendations for improvements.

Requirements

• Experience in Customer Service Representative role(s), experience in this role within the transportation or logistics arena helpful
• Bilingual (English and Spanish) Multilingual (English and Spanish) speaking and writing skills is a plus
• Demonstrated experience in complaint resolution and incident management
• Demonstrated ability to improve organizational procedures and work effectively to improve operations
• Experience in data collection and sorting information
• Experience in customer service outreach techniques and methods
• Strong written and verbal communication skills
• Ability to work a flexible schedule