Customer Service Representative

PRIMARY FUNCTION: This position is assigned to the Transportation Call Center to receive and respond to primarily telephone inquiries from parents and school officials pertaining to matters of pupil transportation.

REPORTS TO: Transportation Coordinator, Operations

SALARY SCHEDULE: Grade 8

WORK DAYS: 229

REQUIREMENTS:

1. Education Level:A GED or a standard high school diploma from a GaDOE-approved and accredited institution is required.

Experience, Skill, and Certification:

• Excellent communication skills- telephone, verbal, written and face-to-face
• Possess active listening skills - giving full attention to what people say and taking time to understand Excellent reading comprehension
• Excellent speaking skills
• Actively look for ways to help the customer
• Ability to listen and understand information
• Ability to communicate information so others understand it
• Knowledge of administrative and clerical procedures and systems such as word processing, managing records and files
• Excellent computer skills
• Ability to learn and utilize the district's routing software to review route and bus stop information
• Thorough knowledge of SCCPSS schools and their locations
• Thorough knowledge of Chatham County street network

Essential Responsibilites

1. Confers with parents and school officials by telephone or in person in order to provide information about district school bus transportation services.
2. Keeps records of customer interactions, recording details of the inquiry, complaint and comments, as well as action taken.
3. Refers unresolved customer grievances to the appropriate supervisor for further investigation.
4. Look up route and bus stop information using the district routing software, so as to convey answers to the caller.
5. Performs other duties as necessary for the effectiveness of the organization.

TERMS OF EMPLOYMENT

Incumbents will be considered "at will." Appropriate pay will be determined based on the Grade as determined by Human Resources and allowable experience. The work calendar will be 229 days.(Grade 8) NON-EXEMPT

NON-ESSENTIAL RESPONSIBILITIES

A responsibility is considered to be "non-essential" (for the purposes of compliance with the Americans with Disabilities Act) if:

• it is shared between multiple incumbents in the job; or
• it could be performed by an employee in another job within the workgroup.

Note the responsibility number from the list in the "Duties and Responsibilities" section for those responsibilities that could be considered "non-essential" based on this definition.

Certain limited aspects of General Duties and Responsibilities items referenced in Section 1 (b) and (d) might be considered "non-essential" in a specific situation. Any request for accommodation must be reviewed on an "individual case" basis.

PHYSICAL AND SENSORY DEMANDS

Most jobs in the District have physical and sensory demands that can be described by one of the two categories noted below. For jobs that require more physical or sensory effort, please list the requirements in this section. The category applicable for this position is listed below.

OFFICE Employees in this category are normally exposed to a typical environment. The employee has some control over the length of time sitting, standing, or ambulating. There are occasions that require the lifting or pulling of equipment or supplies, as well as bending, stooping, or stretching. There is frequent use of computers, telephone, and other standard office equipment, which includes reading, listening, writing, or speaking. There are few exceptional physical or sensory demands.