Customer Service Representative, Student Transportation

Chicago Public Schools (CPS) is a district on the rise, serving over 325,000 students in 500 schools and employing over 45,000 people, most of them teachers. CPS has set ambitious goals to ensure that every student, in every school and every neighborhood, has access to a world-class learning experience that prepares each for success in college, career, and civic life. Aligned with our transformed philosophy, we are steadfastly focused on ensuring that the District provides resources equitably to support every student, every school, and every community. Six core values guide the work we do every day for our students - student-centered, whole child, equity, academic excellence, community partnership, and continuous learning. Each role in the district supports our vision that every student deserves a rigorous, joyful, and equitable learning experience.

The Office of Student Transportation Services provides safe, timely, and cost-effective transportation for all eligible students in accordance with federal, state, and local laws, as well as city ordinances and Chicago Board of Education policies and procedures.

Job Summary:

Reporting to the Customer Service Team Lead, the Transportation Customer Service Rep will provide customer service support to parents, bus vendors, internal staff and the general public by providing and processing information regarding transportation-related inquiries and issues. This is a full-time, non-exempt] position that will be paid for time worked on an hourly basis.

The Transportation Customer Service Rep will be held accountable for the following responsibilities:

Duties

%

Provide customer service support to parents, bus vendors, and the general public by telephone, electronically, and/or face-to-face related to transportation issues

50

Respond promptly and professionally to inquiries; handle and resolve complaints; obtain and evaluate all relevant information to handle inquiries and complaints

20

Maintain data accuracy in software databases

15

Keep complete and accurate records of customer interactions and transactions; record details of inquiries, comments, and complaints; record details of actions taken

5

Communicate and coordinate with internal departments

10

Other duties as assigned

In order to be successful and achieve the above responsibilities, the Transportation Customer Service Rep must possess the following qualifications:

Education Required:

• High school diploma or GED equivalent required

• Bachelor's degree from an accredited college or university preferred

Experience Required:

• Transportation-related work experience preferred

• ERP software experience (Oracle) preferred

• Bilingual Spanish highly preferred

Other Requirements:

• Work beyond normal scheduled business hours as needed is required

Knowledge, Skills, and Abilities:

• Ability to successfully prioritize and complete competing tasks

• Strong oral and written communications skills along with a high level of interpersonal skills in order to be able to work well with varying groups within and outside of CPS

• Proficient with Microsoft Office suite and Google suite(Word, Excel, Power Point, and Google Sheets).

• Ability to quickly learn and utilize ERP Software (E.g., Oracle)

• Possess a strong sense of urgency in accomplishing goals and objectives with excellent organizational skills and the ability to adapt to changing priorities and deadlines.

• Work well under pressure with the ability to diffuse tense situations while maintaining a professional demeanor

• Possess strong attention to detail with the ability to analyze and interpret key information and maintain accurate recordkeeping.

• General knowledge of disabilities listed within the Individuals with Disabilities Education Act

• High standard of integrity and professional responsibility

Benefits:

Health & Wellness: Your Care, Your Choice

CPS is committed to providing comprehensive health coverage to our employees and their eligible dependents. You'll have access to a variety of choices to best fit your needs:

Medical Plan Options

Pharmacy

Dental

Vision

Behavioral Health & EAP

Employee Wellness Program

Financial Security: Planning for Today and Tomorrow

We understand the importance of financial stability, which is why CPS offers strong retirement and savings options:

Basic Life Insurance

Life and Disability Insurance

Pension Plans

Supplemental Retirement Plans (403(b) and 457(b))

Flexible Spending Accounts (FSAs)

Spot Pet Insurance

Work-Life Balance: Supporting Your Personal and Professional Life

CPS values the well-being of its employees and offers competitive paid time off policies:

Paid Leave

Sick Leave

Vacation Days

Parental Leaves

Short-Term Disability

Religious Holidays

Leaves

Reference the Chicago Public Schools: A Comprehensive Benefits Overview or the benefits handbook for comprehensive details.

Conditions of Employment

As a condition of employment with the Chicago Public Schools (CPS), employees are required to:

Establish/Maintain Chicago Residency - Employees are required to live within the geographic boundaries of the City of Chicago within six months of their CPS hire date and maintain residency throughout their employment with the district. The Chicago residency requirement does not apply to temporary/part-time positions; however, all CPS employees must be residents of Illinois.