Transportation Customer Service Team Leader

: Overview:

POSITION TITLE (Oracle title)

TRANSPORTATION TEAM LEADER

WORKING TITLE

Customer Service Team Leader

SCHOOL/DEPARTMENT

Transportation

LOCATION

Rock Quarry Road, Raleigh, NC

PAY GRADE

Noncertified Grade 25

FLSA STATUS

Nonexempt

ELIGIBILITY FOR EMPLOYMENT CONTRACT

No

WORK WEEK SCHEDULE

Monday-Friday (occasional evenings and weekends)

POSITION PURPOSE:

Evaluates, supervises, and directs functions and processes related to the Customer Service area. Provides transportation specific information and quality customer service to district staff, families, and other customers. Monitors daily workflow of Customer Service Representatives by ensuring that correct procedures are followed and that customers receive prompt, efficient, and courteous service. Researches, analyzes, resolves, and responds to customers' inquiries or concerns on a timely basis and within established local, state, and federal laws and guidelines. Maintains, records, and prepares reports for the Senior Administrator of Customer Service and other Transportation managers, as required.

MINIMUM QUALIFICATIONS:

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Considerable knowledge and understanding of applicable state and national laws in addition to Wake County Public School System (WCPSS) policies, practices, and procedures affecting transportation of students;

• Considerable knowledge of Microsoft Office, specifically Microsoft Word, Excel, and Power Point; Google Apps;

• Knowledge of record keeping and reporting techniques;

• Excellent customer service skills along with strong interpersonal skills, especially in the areas of conflict negotiation and diffusion, problem solving, and crisis communication;

• Demonstrated successful leadership skills with the ability to motivate and direct staff;

• Ability to communicate clearly and concisely both in oral and written form using a variety of communication techniques and tools to ensure the appropriate flow of information, collaborative efforts, and feedback;

• Ability to communicate effectively in both obtaining and furnishing information as well as able to communicate effectively with a diverse population of customers;

• Ability to interpret data from the department's information systems such as the Transportation Information Management System (TIMS), Global Positions System (GPS) and Cherwell;

• Ability to establish and maintain effective working relationships with school system staff, students, parents, external agencies, vendors, and the community.

EDUCATION, TRAINING, AND EXPERIENCE

• High school diploma or equivalent; AND

• Two years of leadership and supervisory experience; OR

• Five years of customer service experience;

• An equivalent combination of education and relevant experience sufficient to successfully perform the essential duties of the job.

CERTIFICATION AND LICENSE REQUIREMENTS

• Must hold and maintain a valid motor vehicle operator's license according to the State of NC requirements.

PREFERRED QUALIFICATIONS:

• Bilingual in English and Spanish;

• School or public transportation experience;

• Experience with Transportation Information Management System (TIMS), Global Positions System (Synovia), Cherwell, and Cisco Finesse;

• Call center supervisory experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides daily leadership and supervision of Customer Service Representatives by establishing clear performance objectives, guidelines, and procedures.

• Reviews Customer Service Representatives' daily work for accuracy and completeness.

• Coordinates, supervises, and prioritizes the timely processing and customer service concerns in the management system(s).

• Provides personal response to escalated concerns and documents responses to those concerns.

• Provides assistance to district level customer service concerns during times of high volume or absences.

• Ensures correct procedures are followed per departmental specific guidelines established.

• Provides on the job training and development to customer service staff.

• Compiles and analyzes weekly and monthly transportation reports using key customer service performance indicators.

• Communicates personnel issues with supervisor, as required.

• Provides support to the Senior Administrator of Customer Service on an as needed basis.

• Performs other related duties, as assigned.

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS

This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. The position, at times, must be able to come into direct contact with school system staff, staff members of external funding agencies, and the community. Work is considered light physical work, requiring the exertion of up to 25 pounds of force. The work frequently requires driving automotive equipment.

EFFECTIVE DATE: 10/2023

DISCLAIMER: The above statements are intended to describe the general purpose and responsibilities assigned to this position. They are not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and skills required by the employees assigned to this position. This description may be revised by HR and approved at any time.