Call Center Representative

Work Hours: Mon to Fri 2PM to 6PM EST
Position: OnSite

Job Description:
Department: Transportation Services
Employment Type: Part-Time
Reports To: Transportation Call Center/Operations Supervisor
Schedule: Part-Time; schedule to be determined based on operational needs

Position Summary
The Transportation Department is seeking a dependable, customer-focused Bilingual Spanish Call Center Representative to serve as a primary point of contact for Spanish-speaking families regarding student transportation services.
This position will answer incoming calls, provide information and assistance to families, document transportation concerns, and coordinate with Quality Control Technicians and transportation operations staff to resolve issues such as missing buses, late arrivals, bus location concerns, route questions, and other transportation-related matters.
The ideal candidate is fluent in English and Spanish, communicates professionally and compassionately, remains calm in a fast-paced environment, and is comfortable coordinating multiple issues while maintaining accurate records.

Essential Duties and Responsibilities
Answer incoming calls from Spanish-speaking students' families and provide courteous, professional assistance.
Communicate clearly with families in Spanish and English regarding transportation schedules, routes, bus service, delays, and other transportation-related concerns.
Assist families experiencing issues such as:

• Missing or delayed buses
• Late student arrivals or pickups
• Bus location or route concerns
• Changes or questions regarding transportation services
• Other transportation-related service issues
• Gather accurate information from callers, including student information, school, route/bus information, pickup location, and nature of the concern.
• Enter and maintain accurate records of calls, concerns, actions taken, and resolutions in the department's designated system.
• Coordinate directly with Quality Control Technicians to investigate and resolve transportation issues.
• Follow up with families when additional information or resolution is required.
• Escalate urgent, complex, or unresolved transportation concerns to the appropriate supervisor or department personnel.
• Maintain a professional, patient, and solution-oriented demeanor, particularly when assisting families who may be frustrated or concerned about a student's transportation.
• Protect the confidentiality of student and family information in accordance with district policies and applicable laws.
• Work collaboratively with dispatchers, Quality Control Technicians, transportation supervisors, school personnel, and other department staff.
• Follow established call center procedures, transportation protocols, and customer service standards.
• Perform other duties as assigned.

Required Qualifications
Fluency in Spanish and English, both written and verbal.
High school diploma or equivalent.
Strong customer service and interpersonal skills.
Excellent verbal communication skills and the ability to communicate effectively with individuals from diverse backgrounds.
Ability to remain calm, courteous, and professional in high-volume or stressful situations.
Strong attention to detail and accurate data-entry skills.
Ability to listen carefully, identify the nature of a transportation concern, and determine the appropriate next step.
Basic computer proficiency and ability to learn department-specific software and communication systems.
Ability to work effectively as part of a team and coordinate with multiple departments or field personnel.

Preferred Qualifications
Previous call center, customer service, dispatch, transportation, school district, or public-sector experience.
Experience working with Spanish-speaking families or diverse communities.
Experience using computerized call tracking, customer relationship management, transportation management, or student information systems.
Familiarity with school bus transportation operations.
Experience working in a fast-paced environment where priorities may change quickly.

Knowledge, Skills, and Abilities
The successful candidate should demonstrate:
Bilingual communication: Ability to communicate complex or time-sensitive information clearly in both Spanish and English.
Customer service: Ability to provide respectful and empathetic assistance to families.
Problem solving: Ability to quickly assess transportation issues and coordinate with the appropriate personnel.
Organization: Ability to manage multiple calls, requests, and follow-ups while maintaining accurate documentation.
Teamwork: Ability to work closely with Quality Control Technicians, dispatch, supervisors, and other transportation personnel.
Confidentiality: Ability to appropriately handle sensitive student and family information.
Technology: Ability to learn and effectively use telephone, computer, database, messaging, and transportation-related systems.

Work Environment
This position operates in a professional call center/office environment within a large metropolitan school district transportation operation. The position may involve periods of high call volume, particularly during peak transportation times, service disruptions, severe weather, or other operational events.
The employee must be able to maintain composure and provide consistent, professional service while handling multiple requests and time-sensitive transportation concerns.

Physical Requirements
Ability to remain seated and work at a computer and telephone for extended periods.
Ability to communicate clearly by telephone and in person.
Ability to use standard office equipment and computer systems.
Reasonable accommodations may be provided in accordance with applicable laws and district policy.