Under the supervision of the Customer Service Manager, the Call Center Representative is primarily responsible for inbound and outbound calls surrounding student transportation operations at the NYCSBUS not-for-profit organization. Representatives of the NYCSBUS Call Center team answer and address incoming calls from members of the community inquiring about a range of questions and concerns. Will provide generalized feedback, provide comprehensive information, check location of buses, take notes, and record discrepancies.

Responsible for thorough record and rapid response time. Will often troubleshoot situations by providing callers with information received by Customer Service Representatives or utilized technology systems via phone and email communication modes.

• Answers incoming phone calls from parents, guardians, school officials and their staff, community members, or others as needed; responds to received inquiries, concerns, or complaints in a timely and appropriate manner

• Responsible for email communication in same fashion as phone services; provides callers or emailed inquiries with same rapid response with detailed information and guidance

• Researches required information using the available resources in technology capability, Customer Service Representatives, Field Supervisors, Routers, or others as needed

• Thoroughly listens to callers inquiry and provides information in a professional and sincere tone and direction

• Enters caller information and details of the call into incident management tracking system; may be required to provide record of call logs as needed; records details of comments, inquiries, complaints, and actions taken

• Identifies escalating priority issues and reports situations to leadership as soon as possible

• Re-routes inbound calls to the appropriate resources, as needed; keeps an updates organization call list and chain of command

• Follows up on complicated customer calls where required

• Completes call notes and call reports as necessary; updates as needed

• Obtains and evaluates all relevant data to handle complaints and inquiries

• Ensures full comprehension of GPS bus tracking software and other available tools in order to provide accurate and up to data information to callers

• Manages administration of first step by getting information to whom it needs to go; communicates and coordinates within internal functions including routing and financial departments

• Responsible for completing all necessary training including de-escalation and customer service technique

• Perform other duties as assigned and directed

• 1 year of experience in a Call Center Representative role for a large organization, and/or;

• 1 year of demonstrated experience in a generalized customer service role may suffice for the right candidate

• High School Diploma or equivalent

• Established experience in complaint resolve and incident management a must

• Demonstrated ability to improve organizational procedures and work effectively to improve operations

• Experience in data collection and information sorting

• Experience in customer service outreach techniques and methods

• Strong written and verbal communication skills

• Ability to work a flexible schedule

• Multilingual speaking and writing skills a plus