Customer Service Representative

2 months ago

Reading, United States Student Transportation of America Full time
Job Title: Customer Service Representative

Reports to: General Manager

Work Type: Full-Time, Monday- Friday (40 hours a week)

Pay Rate: $16.50 - $18.00 per hour

Location: Reading, PA

*Bilingual in Spanish Required*

Overview:

With direction from the General Manager (or Designee), the Customer Service Representative (CSR) will assist client, company, and contractor stakeholders, including parents, students, teachers, administrators, colleagues, etc., with incidents, accidents, questions, concerns, issues, requests, etc. regarding eligibility, assignment, changes, and/or delivery of student transportation services. The CSR utilizes designated technology, i.e. Incident Management Systems (IMS), to enter, record, and submit data and information collected from stakeholders via phone, email, messages, etc. and properly assigns company/client/contractor personnel to ensure incidents/issues are quickly communicated and resolved. The CSR maintains a positive, empathetic and professional attitude towards stakeholders at all times; ensures that parents, guardians, campus personnel and others are fully heard and that their concerns are addressed promptly; ensures customer satisfaction and provides professional customer support in a proactive and attentive manner.

Duties and Responsibilities:
  • Processes forms, requests, or other applicable service-related protocols and accepted procedures to ensure the timely recording, communication and resolution of incidents/issues; ensures follow-up related to incidents/issues is completed
  • Works with local schools, principals, teachers, and other campus personnel to establish service expectations and reasonable requests; maintains open lines of communication with campus personnel to ensure timely communication of concerns, questions, and issue resolution
  • Understands the challenges associated with student transportation in a complex system; recognizes reasons for service disruptions and generalized challenges and can comprehensively describe and explain challenges so that improvements can be uncovered and challenges resolved
  • Be intimately familiar with all aspects of the operation including company/client/contractor policies, procedures, etc.
  • Provide feedback on the efficiency/effectiveness of the customer service processes, procedures and products; provide recommendations for improvements
  • Assist routers and activity trip coordinators, as needed
  • Assist/train call center personnel, as needed
  • Communicate and coordinate with company, district, and school colleagues, as needed
  • Read and follow established School District and company contracts
  • Report concerns, violations or issues to the General Manager (or Designee)
  • Keep records and submit reports, as required or requested
  • Participate in any company required training, or as assigned by General Manager (or Designee)
  • Perform other duties and special projects as assigned by General Manager (or Designee)
  • All other duties as assigned by General Manager (or Designee)
Required Skills/Abilities-Essential Functions:
  • Exceptional customer service skills with thorough knowledge of successful service communication techniques and methods
  • Communicate effectively and obtain critical facts and information rapidly and under pressure
  • Exceptional interpersonal communication skills; must be able to communicate clearly and effectively orally and in writing
  • Prioritizes safety and attention to detail
  • Thrive in a fast-paced environment
  • Ability to comprehend and follow oral and written instructions
  • Ability to establish and maintain effective working relationships with supervisor and colleagues
  • Ability to deal with problems by finding and presenting solutions
  • Comfortable learning and utilizing technology including but not limited to MS Office, routing and GPS software, incident management software, student information systems, etc.
  • Ability to work under time constraints and prioritize tasks effectively while maintaining composure and responding to tasks, questions, and concerns in an appropriate manner
  • Ability to maintain confidentiality of information at all times; must understand and act under the guidelines of Federal Law, FERPA, regarding student privacy laws, as well as employee confidentiality laws, and company/client policies
  • Ability to physically perform the essential functions of the job
  • The noise level in the work environment may be moderately loud at times
  • Attend work on a regular and dependable basis
  • Ability to successfully pass state and/or federally required Background Checks
  • Ability to perform the essential functions of the job
  • Ability to comply with all policies and procedures established by company
Education and Experience:
  • High School Diploma or equivalent
  • Experience in Customer Service Representative role(s), experience in this role within the transportation or logistics arena helpful
  • Demonstrated experience in complaint resolution and incident management
  • Demonstrated ability to improve organizational procedures and work effectively to improve operations
  • Experience in data collection and sorting information
  • Strong written and verbal communication skills


Physical Requirements with Examples:

Walking - Occasionally - Moving to other workspaces in the office and throughout the district
Repetitive Motions - Frequently - Hands (using computer keyboard, mouse, phone, and paperwork)
Sitting - Frequently - Office setting
Talking - Regularly - Stakeholders, colleagues, other external customers
Seeing - Frequently - Computer screens, paperwork, maps, etc.
Hearing - Frequently - Listening to others to gather data
Stooping/ Stretching - Occasionally - Office setting
Standing - Occasionally - Office setting
Combination of Above - Rarely - Office setting

Frequency:

Rarely (1%of the time or less)
Occasionally (2-15%of the time)
Regularly (16-40%of the time)
Frequently (41-100%of the time)

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

TransPar is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants; Returning military are strongly encouraged to apply. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. Must be eligible to work in the US without restrictions.

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