Transportation Call Center Agent - Temporary

Transportation Call Center Contact Agents - Temporary

The Atlanta Public School System is seeking the temporary services of multiple Transportation Call Center Contact Agents to provide direct first-line level 1 service desk support to APS schools and administrative locations.

TheTransportation Call Center Contact Agent will work with a team of other Transportation Call Center Contact Agents, under the general supervision of a Transportation Call Center Contact Agent Lead and a Transportation Manager who is responsible overall for the Call Center operations. Depending on the proficiency and level of expertise, the Transportation Call Center Contact Agent may be selected to be part of the level 2 support (within the service desk) to provide expert support to other analysts for critical issues or applications.

Scope of Work/Key Responsibilities:

• Monitor answer telephone system and take calls from Parents, Schools, Citizens
• Make return calls to Parents, Schools and Citizens.
• Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact
• Escalate incidents as dictated.
• Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
• Remotely connect to user computers and assist with resolving issues as necessary.
• Perform proactive support activities including but not limited to: Provide support for APS IT projects (as needed).
• • Installing and setting up Air Watch on mobile devices
  • Ensuring that antivirus software installed on all machines and scans are completed routinely.
  • Update user and asset information in database (as necessary)
• Follow established processes and procedures. Report to IT any suggestions that will improve process or make support easier or more efficient.
• Maintain exceptional customer service posture at ALL TIMES.
• Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes.
• Record and submit checklists or other documentation as may be required.

**Contract Duration:

• February 1, 2021 - October 1, 2022

Skills and Qualifications:

• 3+ years' work experience (minimum) … 5+ years preferred:
• • Strong customer service skills and phone etiquette
  • Maintain confidentiality
  • Prior experience with data entry on databases important
  • Prior experience in a call center preferred.
  • Must have clean criminal record with the ability to pass finger-print background check
  • Must be authorized to work in the Unites States.

Personal Attributes:

• Creativity and strong attention to detail
• Ability to work effectively on tight deadlines, as necessary
• Excellent command of English language
• Excellent command of Spanish Language preferred
• Oral and written communication skills
• Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers
• Ability to work under pressure and stay calm/focused when working with irate customers or users
• Positive, productive team player
• Desire to learn new skills and improve

Education/Training:

• Minimum of Associate degree (preferred)
• 3+ years' experience in customer service telephone call center. Equivalent combination of education and experience will be considered.

Work:

This work will be completed on-site at the Atlanta Public Schools Transportation Department, Metropolitan Compound, 1661 Metropolitan Parkway SE, Atlanta, GA, 30316. The Transportation Call Center Contact Agent would need to work the shift M, T, W, TH, F (hours of 5:30 a.m. – 2 p.m.), except on district holidays. Parking will be off-site.

Leadership:

The Transportation Call Center Contact Agent will take day-to-day direction from the Service Desk Team Lead and the IT Service Operations Specialist who has overall responsibility for the Service Desk Operations. He/she will be responsible for providing regular updates as needed and meeting the deadlines imposed by the district.

Submissions:

• Candidate Resume/profile

***No work will be performed in July 2022

Location Requirements

Candidate must be local or willing to commute or relocate. - Yes

Additional details: - Position extends through 10/1/22. Will be renewed from 7/1/22-10/1/22

Background Verification (Suppliers shall use Info Cubic (IC) for background verifications.)

Upon candidate selection: - APS will place notification on the proposal providing detailed instructions for additional live scan fingerprinting and next steps.

Agency Certification(s)

Please read and understand the following statement carefully: - I understand that a person who enters into an agreement in restraint of trade or in restraint of free and open competition in any transaction with the state may, upon conviction thereof, be punished by imprisonment for not less than one nor more than five years pursuant to OCGA 16-10-22. I further agree that when there is a prior agreement or understanding between a vendor and a state agency or state employee regarding the acceptance of any offer, such conduct is collusive, fraudulent and in restraint of trade and in restraint of free and open competition on the part of both the vendor and the state agency or state employee.

Do you agree with the above statement? - I Agree

Break Out Invoice By

Breakout Invoice By - TRANSPORTATION

Type - Category - Qualification - Description - Competency