Job Title:
Customer Service Liaison

Location:

Organization Name:
Special Transportation

Department Description:

Job Summary:
Provides assistance to callers with student transportation related issues and ensures appropriate problem recognition, research, isolation, resolution, and follow-up steps. In FY18, indirectly reports to the Information Technology Department for implementation and execution of Strategic Customer Service & Satisfaction Plan. Works to assess individual and team metrics and achieve customer service goals in out-years.

Essential Functions:
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves inquiries by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved issues or concerns.
• Identifies request type and determines the appropriate course of action required for resolution.
• Resolves inquiries or refers requests to department contacts as needed. Follows up to ensure prompt resolution of outstanding inquiries.
• Maintains call center database.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Records accurate information for each request by identifying the customer's defined needs, and resolves or escalates and logs the request.
• Dispatches and directs contract staff as required to resolve customer issues/concerns.
• Participates in training programs offered to enhance technical, interpersonal and communication skills and proficiency related to the projects to which assigned.
• Participates in the implementation and execution of the Strategic Customer Service & Satisfaction Plan in FY18, focusing on improved efficiency, cost-containment, customer responsiveness, and customer satisfaction quality.
• Takes part in regular and cyclical strategic development of the SCSSP as an indirect customer-service report to the Director - Customer Service Care, assessing individual and team metrics and achieving customer service goals.
• Performs and promotes all activities in compliance with equal employment and nondiscrimination policies and contractual agreements; follows federal laws, state laws, school board policies and the professional standards.

Qualifications:
• High School graduate or equivalent and two years directly related experience, to include customer service inquiries.
• Proficiency in technical computer applications including Microsoft Word, Excel, and Outlook.
• Skills in the use of multi-line telephone systems.
• Good oral and written communications skills.
• Ability to coach, mentor, and provide feedback to others.
• Ability to handle high call volume.
• Ability to use tact and exercise good judgment in interacting with the general public, school and central office personnel.
• Ability to actively listen to callers.
• Ability to use judgment and initiative to quickly and accurately identify and resolve problems.
• Ability to regularly reassess priorities and adjust to changing workload demands.
• Ability to enter data accurately using computer databases within limited time periods.
• Ability to establish and maintain working relationships with other departmental officials, associates, and employees.
• Must have complex problem solving skills.
• Must possess excellent cross-organizational knowledge.

Additional Details:
Qualified candidates for the above position must submit the following:
• Completed online application
• Resume that clearly demonstrates the above minimum qualifications. It is important that you include all experiences and education related to the position to which you are applying.
• Upload copies of all transcripts -undergraduate, graduate and all MSDE Certifications
• Must provide three (3) professional references to include: name, title, business address, e-mail address and phone number
• All documentation/certification necessary (scanned copies accepted) to substantiate minimum qualifications; must be uploaded into application
• All documentation must be scanned and uploaded to application
Benefits -- This position is eligible for benefits. To review the available options please see the information relevant to the union for this position by viewing the following link: http://www.baltimorecityschools.org

How To Apply:
If you wish to apply for this position, click the Register and Apply Now Button below.
Baltimore City Public Schools is an equal opportunity employer and encourages resumes from bi-lingual or multi-lingual candidates.

Baltimore City Public Schools does not discriminate in any aspect of employment on the basis of race, color, ancestry or national origin, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, veteran status, genetic information, or age. For inquiries regarding the nondiscrimination policies, please contact the Equal Employment Opportunity Manager, 200 E. North Avenue, Room 208, Baltimore, MD 21202; 410-396-8542 (phone); 410-396-2955 (fax).

Minimum Salary:
16.81

Maximum Salary:
20.9

Currency:
USD

Amount of Travel:

Work At Home: