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:

1. Answer or make calls to families and schools to address needs, complaints, or other issues related to bus services
2. Responding efficiently and accurately to callers, explaining possible solutions, and assuring that parents, schools, and all customers feel supported and valued
3. Engaging in active listening with callers, confirming and clarifying information, and defusing angry callers as needed
4. Build trusting relationships with parents and schools, that information they are receiving from Call Center Representatives are clear and accurate
5. Utilizing software, databases, scripts, and tools appropriately
6. Understanding and striving to meet Call Center goals, objectives, and expectations while providing excellent customer service to all callers
7. Taking part in all training and other learning opportunities to expand knowledge of the department’s needs and position
8. Adhering to all company policy and procedures
9. Maintains call center database by entering information
10. Redirect customers to appropriate departments and teams when appropriate
11. Other duties that may be assigned 

Skills and Competencies:

1. Exceptional customer service, active listening, verbal and written communication skills and a professional demeanor and phone voice
2. Understanding of SBCSC and Transportation department policies and procedures
3. Proficiency with computers, telephone systems, and radio equipment
4. Proficiency in Microsoft Suite and Google Docs
5. Ability to ask questions and diffuse tense situations
6. Strong time management and organizational skills are a plus
7. Decision making skills, adaptability and accountability
8. Data entry skills

Qualifications:

1. One to two years of call center representative experience
2. High School Diploma or equivalent (GED)
3. More education or experience is preferred
4. 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.