Job Details Job ID: 4937864 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