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.