What are the responsibilities and job description for the Customer Care Representative, Transportation position at Cypress-Fairbanks Independent School District?
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:
244 days
SALARY/PAYGRADE:
$32,367/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.