Customer Service Representative

Job Title: Customer Service Representative (Bilingual)

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

Job Summary:

Under the supervision of the General Manager, the Customer Service Representative is responsible for communication, and action items related to delivery of student transportation services, including follow-up on inquiries, information retrieval and transfer, and proactive outreach activities. Will work alongside management in the assurance of quality service delivery. Establishes quality relationships with community members, campus administrators, bus drivers, monitors, and leadership in order to be ahead of issues, adamantly address concerns, and provide service updates rapidly and accurately.

Duties and Responsibilities:

• Primarily responsible for overseeing the District’s field trip process, including trip requests, vendor assignments, and quoting and billing for field trips.


• Oversee district van usage and processes associated with van usage


• Assisting stakeholders in assigned areas throughout the Reading School District concerns, or questions regarding the delivery of student transportation services


• Understands the challenges associated with student transportation in a complex system throughout a large area; recognizes reasons for service disruptions and generalized challenges and has the ability to comprehensively describe and explain challenges so that improvements can be uncovered and challenges resolved


• Works with local schools, principals, teachers, and other campus personnel in the District to establish service expectations within realms of possibility and reasonable requests, creates open communication plan and discusses preferred mode and channel so it is clearly known who represents RSD “customers” throughout the day and a person they can reach with concerns and questions


• Ensures that regional requests, discussions with community members, and parents, guardians, daycare leadership, or others – are quickly brought to the attention of functional leadership; i.e., routing concerns brought to the routing team, safety concerns to risk management and maintenance issues to fleet services


• Maintains a positive, empathetic, and professional attitude toward stakeholders at all times; ensures that parents, guardians, campus personnel, and others are fully heard and concerns are addressed promptly


• Respond promptly to customer inquiries by implementing streamlined communication channels with those responsible; works with the General Manager to create efficient and highly effective procedures to ensure this goal


• Works fervently to acknowledge and resolve customer complaints; if resolutions cannot be addressed due to operational roadblocks and higher than achievable standards, then the CSR finds reasonable and timely solutions to provide resolutions


• Knows the operation in and out so that knowledgeable answers are provided


• Processes forms, requests, or other applicable service-related protocols and accepted procedures


• Keeps comprehensive and robust records of customer interactions, comments, and complaints


• Provides service reports to leadership; may be required to create presentations of material and information surrounding service achievement and lingering complications throughout the District


• Communicates and coordinates with colleagues as necessary


• Often provides valuable feedback on the efficiency of the customer service process; provides recommendations for improvements


• Ensures customer satisfaction and provides professional customer support in a proactive and attentive manner


• Responsible for completion of de-escalation training and other provided training to ensure that goals are achieved


• Perform other duties as assigned and directed

Requirements:

• Experience in Customer Service Representative role(s), experience in this role within the transportation or logistics arena helpful


• High School Diploma or equivalent


• Bilingual (English and Spanish)


• Multilingual (English and Spanish) speaking and writing skills is a plus


• 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


• Experience in customer service outreach techniques and methods


• Strong written and verbal communication skills


• Ability to work a flexible schedule

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.

STA 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.