South Bend Empowerment Zone

Transportation Call Center Representative

South Bend Empowerment Zone, South Bend

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Job Details

Job ID: 4937864

Job Description

Transportation Call Center Representative

Position Title: Transportation Call Center Representative

Salary Range: $11.44-$13.19

Contract Length: 10-month contract

Immediate Supervisor: Operations Supervisor

Basic Function:

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.

Essential Duties & Responsibilities:

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

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

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

Primary functions require sufficient physical ability and mobility to work in an office; dexterity of hands and fingers to operate a computer keyboard and other technologies and office equipment, sitting, standing and walking for extended periods of time; kneeling; bending at the waist; lifting; pushing; pulling and carrying equipment, supplies, and materials weighing up to 25 pounds; repetitive hand movement and fine coordination to use a computer keyboard; emotional stability to work effectively under pressure and to keep all aspects of the job under control; hearing and speaking to exchange information in person or on the telephone; seeing to read; prepare and assure the accuracy of documents.

Position Type: Full-Time