Customer Care Representative, Transportation

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:

$33,163/CP-4

Salary Range (based on experience) as set by the Board of Trustees for the  school year.

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.

APPLICATION INFORMATION:

Applications will be reviewed.

Not all applicants will be interviewed.

Hiring Managers may choose to email you regarding this application. Please monitor your email regularly for any communication.