Transportation Call Center Representative

South Bend Community School-posted 11 months ago

$11 - $13/Yr

Entry Level

South Bend, IN

Administration of Human Resource Programs

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The Call Center Representative is responsible for the daily incoming and outgoing communications from families and schools to the SBCSC Transportation Department. This fast-paced position combines a variety of daily activities requiring personal adaptability, strong time management, active problem solving, and consistent data-collection.

Answer or make calls to families and schools to address needs, complaints, or other issues related to bus services
Responding efficiently and accurately to callers, explaining possible solutions, and assuring that parents, schools, and all customers feel supported and valued
Engaging in active listening with callers, confirming and clarifying information, and defusing angry callers as needed
Build trusting relationships with parents and schools, that information they are receiving from Call Center Representatives are clear and accurate
Utilizing software, databases, scripts, and tools appropriately
Understanding and striving to meet Call Center goals, objectives, and expectations while providing excellent customer service to all callers
Taking part in all training and other learning opportunities to expand knowledge of the department's needs and position
Adhering to all company policy and procedures
Maintains call center database by entering information
Redirect customers to appropriate departments and teams when appropriate
Other duties that may be assigned

One to two years of call center representative experience
High School Diploma or equivalent (GED)
More education or experience is preferred
Passing score on Parapro test preferred

Exceptional customer service, active listening, verbal and written communication skills and a professional demeanor and phone voice
Understanding of SBCSC and Transportation department policies and procedures
Proficiency with computers, telephone systems, and radio equipment
Proficiency in Microsoft Suite and Google Docs
Ability to ask questions and diffuse tense situations
Strong time management and organizational skills are a plus
Decision making skills, adaptability and accountability
Data entry skills

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Transportation Call Center Representative

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