What are the responsibilities and job description for the Customer Care Representative, Transportation position at Cypress-Fairbanks Independent School District?
QUALIFICATIONS :
High School Diploma or GED equivalent.
Must hold a clear and valid Texas Driver's License and have 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 of time 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 :
250 days
SALARY / PAYGRADE : 32,513 - CP4
Salary Range (based on experience) as set by the Board of Trustees
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 transfers 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.
Ensure number of callers assisted is consistent with calls received by other customer service representatives.
Analyze department shared drive and communicate bus routes and bus numbers to appropriate personnel and individuals.
Accurately and concisely document all pertinent caller information.
Provide support to campuses needing to update student information or obtain student activity.
Assist 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.
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.
Strict adherence to District / department confidentiality policies and guidelines.
Place calls on behalf of other CFISD departments as necessary.
Process and scan department documents between calls and during down-time.
Regular and reliable attendance is an essential job function.
Serve as a special-needs attendant as needed.
Perform other duties as assigned.
Applications will be reviewed
Not all applicants will be interviewed
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