Job Details
Job ID:
Job Description
Transportation Call Center Representative
Position Title: Transportation Call Center Representative
Salary Range: $11.44-$13.19
Contract Length: 10-month contract
Immediate Supervisor: Operations Supervisor
Basic Function:
The Call Center Representative is responsible for the daily incoming and outgoing communications from families and schools to the SBCSC Transportation Department. This fast-paced position combines a variety of daily activities requiring personal adaptability, strong time management, active problem solving, and consistent data-collection.
Essential Duties & Responsibilities:
- Answer or make calls to families and schools to address needs, complaints, or other issues related to bus services
- Responding efficiently and accurately to callers, explaining possible solutions, and assuring that parents, schools, and all customers feel supported and valued
- Engaging in active listening with callers, confirming and clarifying information, and defusing angry callers as needed
- Build trusting relationships with parents and schools, that information they are receiving from Call Center Representatives are clear and accurate
- Utilizing software, databases, scripts, and tools appropriately
- Understanding and striving to meet Call Center goals, objectives, and expectations while providing excellent customer service to all callers
- Taking part in all training and other learning opportunities to expand knowledge of the department's needs and position
- Adhering to all company policy and procedures
- Maintains call center database by entering information
- Redirect customers to appropriate departments and teams when appropriate
- Other duties that may be assigned
Skills and Competencies:
- Exceptional customer service, active listening, verbal and written communication skills and a professional demeanor and phone voice
- Understanding of SBCSC and Transportation department policies and procedures
- Proficiency with computers, telephone systems, and radio equipment
- Proficiency in Microsoft Suite and Google Docs
- Ability to ask questions and diffuse tense situations
- Strong time management and organizational skills are a plus
- Decision making skills, adaptability and accountability
- Data entry skills
Qualifications:
- One to two years of call center representative experience
- High School Diploma or equivalent (GED)
- More education or experience is preferred
- Passing score on Parapro test preferred
Physical Demands:
Primary functions require sufficient physical ability and mobility to work in an office; dexterity of hands and fingers to operate a computer keyboard and other technologies and office equipment, sitting, standing and walking for extended periods of time; kneeling; bending at the waist; lifting; pushing; pulling and carrying equipment, supplies, and materials weighing up to 25 pounds; repetitive hand movement and fine coordination to use a computer keyboard; emotional stability to work effectively under pressure and to keep all aspects of the job under control; hearing and speaking to exchange information in person or on the telephone; seeing to read; prepare and assure the accuracy of documents.
Position Type: Full-time
Positions Available: 4