Summary:
The Representative 2, Call Center Support, Transportation, will perform specialized telephone support for incoming transportation request, issues, and concerns.
DISTRICT EXPECTATIONS: All district employees must:
- Demonstrate regular and predictable attendance. Physical presence is a part of a reliable and predictable pattern of attendance.
- Support the district’s vision, mission, goals, and Strategic Plan.
- Engage in civility, respect, and professionalism.
- Maintain the professional knowledge and skills necessary to perform the essential duties and responsibilities of their positions.
Responsibilities:
- Provides telephone support including working with the public to assist in bus stop, bus run, bus route problems information, and field trip confirmations.
- Provides professional customer service consultation.
- Handles inbound communications via the phone.
- Utilizes routing software, databases, spreadsheets, technical documentation, and the internet to research route questions, filed trip concerns, and references.
- Assists with the dissemination of bus stop, bus run, and bus route information.
- Identifies and appropriately deescalates issues unable to be resolved through phone or by intranet.
- Uses computer devices and software solutions daily to enhance customer service.
- Troubleshoots transportation concerns and issues of the callers.
- Maintains current knowledge of district priorities and transportation policies and guidelines.
- Participates in meetings and training sessions as required.
- Communicates customer issues and feedback to appropriate individuals using established communication channels.
- Promotes cooperation among team members to achieve ongoing performance improvement in support of organizational goals.
- Achieves and maintains departmental standards in both quality and productivity metrics.
- Performs any other duties as assigned.
Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the district.
Other information:
Dependability: Responds to requests for service and assistance. Follows instructions and responds to management direction. Takes responsibility for own actions. Meets attendance and punctuality guidelines.
Cooperation: Establishes and maintains effective relations. Exhibits tact and consideration. Displays positive outlook and pleasant manner. Offers assistance and support to co-workers. Works cooperatively in group situations. Works actively to resolve conflicts.
Customer Service: Displays courtesy and sensitivity. Manages difficult or challenging customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
Quality: Demonstrates accuracy and thoroughness. Displays commitment to excellence. Looks for ways to improve and promote quality. Applies feedback to improve performance. Monitors own work to ensure quality.
Use of Technology: Demonstrates required skills. Adapts to new technologies. Troubleshoots technological problems. Uses technology to increase productivity. Keeps technical skills up to date.NOTE: School Board Policy ensures equal opportunity for all in its personnel policies and practices and does not discriminate on the basis of race, color, gender, religion, national origin, marital status, sexual orientation, gender preference, political beliefs, social/family background, disability or age.
The district accords preference in selection, retention, and promotion procedures to certain veterans and spouses of veterans who are Florida residents
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All job postings close at 7:00 p.m. on the posted Closing Date. Applications must be submitted before this deadline.
Please carefully read all emails received to determine the status of your application submission.
Not Currently an Employee of our district?
- If you are seeking employment with Hillsborough County Public Schools.
Are you a current employee of Hillsborough County Public Schools?
- Eligible employees can find and apply for positions on the new employee experience on the Infor System (GHR Employee Space).
All current employees seeking transfer or promotion must apply through the Opportunities Link in Infor.
Employees who wish to transfer to a different position or location must satisfy the minimum requirements of the desired position.
Please review the skills/competencies listed on your employee profile to determine your eligibility.
Please review the job description for each job BEFORE applying. Each job description contains the required qualifications needed for the position.
Job description search: https://www2.sdhc.k12.fl.us/jobdescrs
If you need to update your skills/competencies, please contact Application Services at 813-840-7181.
You must ensure that you have the proper skills/competencies added to your employee profile PRIOR TO, OR SHORTLY AFTER, applying for any opening.
(Skill/competency updates are not necessary for employees seeking a lateral transfer [same job at a different location])
Salary Schedules
Our district salary schedules are available at: https://www.hillsboroughschools.org/page/welcome-to-hcps-employment
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HCPS Hiring Guidelines for Applicants with Criminal Disclosures
Click HERE to view information regarding Background Screening Clearinghouse Education and Awareness (AHCA)
