Senior Administrator-Customer Service

Overview

POSITION TITLE (Oracle title)

SENIOR ADMINISTRATOR

 

WORKING TITLE

Senior Administrator-Customer Service

 

SCHOOL/DEPARTMENT

Transportation 

 

LOCATION

Rock Quarry Road, Raleigh, NC

 

PAY GRADE

Senior Administrator Band 3

 

FLSA STATUS

Exempt

 

ELIGIBILITY FOR EMPLOYMENT CONTRACT

No

 

WORK WEEK SCHEDULE

Monday-Friday 40-50 hours between 7am and 6pm (occasional evenings and weekends) 

Position is available for Hybrid Telework workweek

 

POSITION PURPOSE:

Maintains customer relations of the department with schools, families, and internal staff. Serves customers by planning and implementing customer service strategies and operations; improving systems and process, managing staff, and ensuring smooth efficient operations with customer service.

 

MINIMUM QUALIFICATIONS:  

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Considerable knowledge of Microsoft Word, specifically Excel, and PowerPoint; Google Apps;

• Considerable knowledge of databases systems with the ability to analyze and organize data;

• Considerable knowledge of record keeping and reporting techniques; 

• Excellent customer service skills; 

• Creative thinker with problem solving skills to identify problems and opportunities for improvement;

• Ability to manage staff in multiple locations remotely; 

• Ability to develop key performance indicators in order to measure and facilitate improvement of the operational effectiveness of school bus transportation; 

• Ability to maintain professional and emotional control under stressful situations;

• Ability to communicate clearly and concisely both in oral and written form using a variety of communication techniques and tools to ensure the appropriate flow of information, collaborative efforts, and feedback; 

• Ability to establish and maintain effective working relationships with school system staff, external agencies, attorneys, parents, and the public.

 

EDUCATION, TRAINING, AND EXPERIENCE

• Bachelor’s degree from an accredited college or university; OR

• Five years of  supervisory and/or training experience in business, management, communications or human related field; AND

• Experience in Customer Service Operations.

 

An equivalent combination of relevant education, training, and experience which provides the knowledge, skills, and abilities necessary to successfully meet the essential duties of the position may be considered.

 

CERTIFICATION AND LICENSE REQUIREMENTS

• Must hold and maintain a valid motor vehicle operator’s license according to the State of NC requirements.

 

PREFERRED QUALIFICATIONS:

• General Knowledge of public school system operations, including school transportation.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responsible for customer relations of the department with schools, families, and internal staff.

Manages the transportation call center software application system to include developing standards, operation, training, reporting, and monitoring of the system.

Develops accountability of measurements.

Manages parent appeals to include scheduling, meeting with parents, reviewing appeals with appropriate staff, and providing professional responses.

Responds to customer concerns received by the Senior Director.

Manage the stipend reimbursement process for EC Transportation families.

Assesses concerns to determine cause in order to appropriately resolve the issues.

Works closely with communications department for website update, setup, and community relations.

Participates in the development and revision of board policies as they relate to transportation.

Responsible for reporting required by the Senior Director of Transportation.

Performs other related duties, as assigned.

 

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS

This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, scanners, and copiers. The position, at times, must be able to come into direct contact with school system staff, students, p