Wake County Public School System · 9 hours ago
Customer Service Representative
Raleigh, NC
Full-time
Onsite
Entry Level
1+ years expWake County Public School System is seeking a Customer Service Representative for their Transportation department. This role involves providing excellent customer service related to transportation inquiries, ensuring prompt and accurate support while following school system policies and procedures.
Responsibilities
Processes telephone/voicemail and online customer service inquiries in a consistent respectful, accurate, and prompt manner during all hours of operation
Provides customer service related to transportation for WCPSS while following the policies and procedures of the school system in a timely manner
Determines customer needs accurately and uses independent judgment to solve the problem, route or escalate the call to the appropriate individual or supervisor according to standards
Thoroughly logs all findings and responses to customer inquiries
Interprets data from TIMS, GPS, Oasis, and Cherwell to resolve customer inquiries
Promotes a culture of customer service
Communicates with parents, school system staff, and vendors about student transportation
Gathers data, documentation, and records from families required to properly verify and process paperwork for stipend reimbursements
Maintains effective working relationships with central office departments and school-based staff
Performs other related duties, as assigned
Qualification
Required
Considerable knowledge of Microsoft Office, specifically, Word and Excel; Google Apps
Excellent customer service skills along with strong interpersonal skills, specifically in the areas of conflict negotiation and diffusion, problem solving, and crisis communication
Ability to work in a high call volume environment with limited supervision
Ability to interpret data from the department's information systems such as the Transportation Information Management System (TIMS), Global Positions System (GPS) and Cherwell
Effective time management skills
Ability to maintain confidentiality
Ability to learn pertinent district policies and procedures rapidly, apply them in appropriate situations, and explain them to staff, parents, and the public
Ability to exercise independent judgment in completing work assignments and determine when to refer situations to supervisor
Ability to complete tasks and minimize errors with attention to detail
Ability to multitask and process requests and concerns for multiple districts at once
Ability to work within a team, demonstrate initiative, and have a logical approach for resolution
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 establish and maintain effective working relationships with school system staff, students, parents, external agencies, and the community
High school diploma or equivalent
One year of experience in a call center, customer service role, or related field
An equivalent combination of education and relevant experience sufficient to successfully perform the essential duties of the job
Preferred
Three years of progressively more responsible office experience in a customer service role
Knowledge of school transportation operations
Bilingual English and Spanish (fluent verbal and written) skills
Company
Wake County Public School System
Wake County Public School System is the largest school system in the state and the 16th largest in the nation, providing preK-12 education.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Shashi Buddula
Chief Technology Officer
Stacy Lee
CTO Wake County Public School System
Recent News
Government Technology US
2025-05-17
2025-02-25
Company data provided by crunchbase