Customer Service Representative

POSITION TITLE (Oracle title)

CUSTOMER SERVICE REPRESENTATIVE

WORKING TITLE

Customer Service Representative-Transportation

SCHOOL/DEPARTMENT

Transportation

LOCATION

Rock Quarry Road Office Complex, Raleigh, NC

PAY GRADE

Noncertified Grade 20

FLSA STATUS

Nonexempt

ELIGIBILITY FOR EMPLOYMENT CONTRACT

No

WORK WEEK SCHEDULE

Monday-Friday (occasional evenings and weekends) Position is not available for a Hybrid Telework workweek

POSITION PURPOSE:

Provides excellent transportation specific customer service for Wake County Public School System (WCPSS) while following the policies and procedures of the school system and its customer support center. Ensures that given support is provided promptly, consistently, professionally, and accurately. Sees that all inquiries are resolved and documented.

MINIMUM QUALIFICATIONS:

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Considerable knowledge of Microsoft Office, specifically, Word and Excel; Google Apps;

• Excellent customer service skills along with strong interpersonal skills, specifically in the areas of conflict negotiation and diffusion, problem solving, and crisis communication;

• Ability to work in a high call volume environment with limited supervision;

• Ability to interpret data from the department’s information systems such as the Transportation Information Management System (TIMS), Global Positions System (GPS) and Cherwell;

• Effective time management skills;

• Ability to maintain confidentiality;

• Ability to learn pertinent district policies and procedures rapidly, apply them in appropriate situations, and explain them to staff, parents, and the public;

• Ability to exercise independent judgment in completing work assignments and determine when to refer situations to supervisor;

• Ability to complete tasks and minimize errors with attention to detail;

• Ability to multitask and process requests and concerns for multiple districts at once.

• Ability to work within a team, demonstrate initiative, and have a logical approach for resolution;

• Ability to communicate clearly and concisely both in oral and written form using a variety of communication techniques and tools to ensure the appropriate flow of information, collaborative efforts, and feedback;

• Ability to establish and maintain effective working relationships with school system staff, students, parents, external agencies, and the community.

EDUCATION, TRAINING, AND EXPERIENCE

• High school diploma or equivalent; AND

• One year of experience in a call center, customer service role, or related field; OR

• An equivalent combination of education and relevant experience sufficient to successfully perform the

essential duties of the job.

PREFERRED QUALIFICATIONS:

• Three years of progressively more responsible office experience in a customer service role;

• Knowledge of school transportation operations;

• Bilingual English and Spanish (fluent verbal and written) skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Processes telephone/voicemail and online customer service inquiries in a consistent respectful, accurate, and prompt manner during all hours of operation.

• Provides customer service related to transportation for WCPSS while following the policies and procedures of the school system in a timely manner.

• Determines customer needs accurately and uses independent judgment to solve the problem, route or escalate the call to the appropriate individual or supervisor according to standards.

• Thoroughly logs all findings and responses to customer inquiries.

• Interprets data from TIMS, GPS, Oasis, and Cherwell to resolve customer inquiries.

• Promotes a culture of customer service.

• Communicates with parents, school system staff, and vendors about student transportation.

• Gathers data, documentation, and records from families required to properly verify and process paperwork for stipend reimbursements.

• Maintains effective working relationships with central office departments and school-based staff.

• Performs other related duties, as assigned.

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS

This role routinely uses standard office equipment such as computers, scanners, and copiers. The position, at times, must be able to come into direct contact with school system staff, students, external stakeholders and members of the community staff members. Work is considered light physical work, requiring the exertion of up to ten pounds of force.

EFFECTIVE DATE: 10/2024

DISCLAIMER: The above statements are intended to describe the general purpose and responsibilities assigned to this position. They are not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and skills required by the employees assigned to this position. This description may be revised by HR and approved at any time.