Description

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.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

Student Transportation of America

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