Date Available:
03/31/2022

The DeKalb County School District is seeking an experienced and professional Transportation Customer Service Representative.

Salary Grade/Schedule: Unified 108
Salary Schedules: 2021-2022 Salary Schedules
The material contained herein is subject to change. All open positions offered by the DeKalb County School District are subject to specific job requirements. The DeKalb County School District is an equal opportunity employer, and all hiring decisions are subject to federal, state, and local employment laws and regulations.

Title: Customer Service Representative, Transportation
Under direct supervision, performs routine, diverse customer service duties; greets the public, provides information, and directs inquiries to the appropriate person or office; answers the telephone, and aids callers; initiates phone calls to request, provide, or verify information as directed. Communicates with school bus drivers, parents, and administrators to receive and provide instructions and information daily and handles and responds to emergency situations (i.e., accidents, customer complaints/concerns, and traffic/weather conditions) with some guidance from the Dispatch Supervisor or another designee. Job duties also include working closely with the Dispatch Supervisor on other various assignments, projects, and staff development.
Essential Functions:

The following duties are representative of this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

• Provides excellent customer service by establishing positive relationships with district personnel, representatives from external organizations, and the general public.
• Resolves transportation issues by clarifying transportation rules, regulations, and policies; determines the cause of the problem; selecting and explaining the best solution to resolve the issue; expediting correction or adjustment; follow up to ensure resolution.
• Handles complaints, provides appropriate solutions and alternatives; follows up to ensure resolution.
• Keeps records of all customer interactions, process customer calls, and maintains and files records. Close out or open call records.
• Strong phone contact handling skills and active listening.
• Follows communication procedures, guidelines, and policies.
• Acts in accordance with the escalation process.
• Uses computers and telephones to reach out to customers and resolve complaints.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

• High school diploma or GED equivalent and a minimum of one (1) year experience in a call center or customer service environment is required.
• Must be proficient in English, bilingual language skills preferred (Spanish, Farsi, Arabic, Swahili, Tagalog, Hindi, Ibo, etc.).

04/01/19

Attachment(s):

• Customer Service Representative, Transportation.pdf