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Wake County Public School System · 1 day ago

Customer Service Team Leader

Cary, NC

Full-time

Onsite

Entry, Mid Level

2+ years exp

Wake County Public School System is seeking a Customer Service Team Leader to oversee the customer service functions within the Transportation department. The role involves evaluating and directing customer service processes, ensuring efficient service delivery, and managing a team of Customer Service Representatives.

Education Management

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

Qualification

Customer serviceLeadership skillsMicrosoft OfficeTransportation Information Management SystemData interpretationRecord keepingBilingual (English/Spanish)Conflict negotiationCommunication skillsProblem solving

Required

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

High school diploma or equivalent

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

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