Represent 2, Call Ctr Suprt

Summary:
The Representative 2 Call Center Support Transportation will perform specialized telephone support for incoming transportation request issues and concerns.
DISTRICT EXPECTATIONS: All district employees must:

Demonstrate regular and predictable attendance. Physical presence is a part of a reliable and predictable pattern of attendance.

Support the districts vision mission goals and Strategic Plan.

Engage in civility respect and professionalism.

Maintain the professional knowledge and skills necessary to perform the essential duties and responsibilities of their positions.

Responsibilities:
Provides telephone support including working with the public to assist in bus stop bus run bus route problems information and field trip confirmations.

Provides professional customer service consultation.

Handles inbound communications via the phone.

Utilizes routing software databases spreadsheets technical documentation and the internet to research route questions filed trip concerns and references.

Assists with the dissemination of bus stop bus run and bus route information.

Identifies and appropriately deescalates issues unable to be resolved through phone or by intranet.

Uses computer devices and software solutions daily to enhance customer service.

Troubleshoots transportation concerns and issues of the callers.

Maintains current knowledge of district priorities and transportation policies and guidelines.

Participates in meetings and training sessions as required.

Communicates customer issues and feedback to appropriate individuals using established communication channels.

Promotes cooperation among team members to achieve ongoing performance improvement in support of organizational goals.

Achieves and maintains departmental standards in both quality and productivity metrics.

Performs any other duties as assigned.

Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the district.

Other information:
Dependability: Responds to requests for service and assistance. Follows instructions and responds to management direction. Takes responsibility for own actions. Meets attendance and punctuality guidelines.

Cooperation: Establishes and maintains effective relations. Exhibits tact and consideration. Displays positive outlook and pleasant manner. Offers assistance and support to co-workers. Works cooperatively in group situations. Works actively to resolve conflicts.

Customer Service: Displays courtesy and sensitivity. Manages difficult or challenging customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.

Quality: Demonstrates accuracy and thoroughness. Displays commitment to excellence. Looks for ways to improve and promote quality. Applies feedback to improve performance. Monitors own work to ensure quality.

Use of Technology: Demonstrates required skills. Adapts to new technologies. Troubleshoots technological problems. Uses technology to increase productivity. Keeps technical skills up to : School Board Policy ensures equal opportunity for all in its personnel policies and practices and does not discriminate on the basis of race color gender religion national origin marital status sexual orientation gender preference political beliefs social/family background disability or age.

The district accords preference in selection retention and promotion procedures to certain veterans and spouses of veterans who are Florida residents