Job Title: Transportation Customer Service Representative
| Reports to: | Transportation Operations Manager |
| Job Group: | School-Related Personnel |
| FLSA: | Non-Exempt |
| Job Code: | 6334 |
| Salary Schedule: | PG01 |
JOB GOAL
Under direct supervision, responsible for providing customer service and clerical support for the Transportation Department by answering customer inquiries/communications as required.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Provide quality, first-level customer service support to all inquiries by responding to general questions related to transportation.
- Respond to inquiries in a timely, consistent, and professional manner.
- Determine the scope of requests and their urgency based on specific criteria provided.
- Follow up on unanswered inquiries and assure inquiries are answered within established service guarantees.
- Utilize school system knowledge of services and policies to answer questions and resolve customer requests or route inquiries to appropriate personnel.
- Document applicable interactions in the appropriate database as instructed.
- Display active listening and superior customer service skills for both external and internal customers.
- Ensure compliance with Board policies, departmental established guidelines, service guarantees, and applicable federal laws and regulations.
- Reach out to parents/guardians when applicable to advise on information regarding student transportation.
- Perform general clerical duties, including answering phones, mail sorting, filing, copying, scanning, indexing, and data-entry.
- Utilize systems to look up, verify, or review information.
- Provide feedback on the efficiency of the customer service process.
- Provide backup to the department as needed in other areas.
- Performs other duties as required.
MINIMUM REQUIREMENTS
KNOWLEDGE, SKILLS & ABILITIES
- Ability to accurately enter and maintain data in systems
- Knowledge of general office practices and procedures
- Possess strong attention to detail
- Ability to communicate effectively with a variety of audience, orally and in writing, including electronic media
- Operating knowledge of computer programs, including email, word processing, spreadsheets, and databases
- Excellent time management skills and ability to organize, prioritize, and manage work assignments in an efficient manner and within established timeframes
- Ability to establish and maintain collaborative working relationships with all stakeholders
EDUCATION, TRAINING & EXPERIENCE
- High School Diploma or General Education Degree (GED) from an accredited institution
- Two years' experience in an office setting
- OR
- Any equivalent combination of education and experience which provides the required knowledge, skills, and abilities to perform the essential duties and responsibilities of the position
CERTIFICATES, LICENSES & REGISTRATIONS
- None
PREFERRED QUALIFICATIONS
- Associate degree from an accredited institution in the field of Business, or related field
- Three years' experience in an office setting
- Two years' experience in transportation in a school setting
- Bilingual in Spanish, written and oral fluency
SUPERVISORY RESPONSIBILITY
None
PHYSICAL REQUIREMENTS
Light Work: Exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently. If the use of arm and/or leg controls require exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated as light work.
PHYSICAL ACTIVITY
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch, crawl, talk, and hear. The employee occasionally lifts and/or moves up to 25 pounds. Specific vision ability required by this job includes close vision, distance vision, and the ability to adjust focus.
WORKING CONDITIONS
Indoors and Outdoors: The worker is subject to both environmental conditions. Activities occur inside and outside.
MACHINES, TOOLS, EQUIPMENT
General office equipment, including personal computers, fax machines, copiers, telephones, etc.
TERMS OF EMPLOYMENT
Salary and benefits shall be paid consistent with the District’s approved compensation plan. Length of the work year and hours of employment shall be established by the District.
Performance of the job will be evaluated in accordance with provisions of the School Board’s policy on evaluation of personnel.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Pasco County Schools will provide reasonable accommodations to qualified individuals with disabilities to allow them to perform the essential functions of the job when such individuals request an accommodation.
