Charter Contact Center Rep II [Remote]

Under moderate supervision, effectively communicates with prospective or current customers through emails and inbound or outbound calls. Also, is responsible for interacting with internal customers at the location support level. Once initial communication with customer occurs, responsible for developing the quote for the customer which will include mapping of the trip, decision on the ancillary fees, and any local requirements. After quote is developed, delivers to customer, books the trip and coordinates trip execution with our local operations team. Assist newly trained Contact Center Reps with basic questions. Act as support for lower level staff includes agency employees, expected to be a role model for the team.

Major Responsibilities

• Manage a high volume of inbound/outbound phone and email contacts from both current and prospective customers who are calling to receive quotes for new charters or ask questions about upcoming charters.
• Easily navigate through multiple systems and websites
• Using basic sales techniques, understand customers’ needs to receive all required information needed to develop quote, upsell on every interaction to increase the value of the order or identify other sales opportunities within Charter or First Student
• Once information has been received from customer, develop the quote which will need to include any local requirements, consideration for any applicable ancillary fees and mapping out trips
• Enters and sends booking invitations to locations with available capacity (via phone, SharePoint or Outlook depending on appointment urgency).
• Once quote has been developed, presents to customer. Ensures customer understands the quote and may need to use sales techniques in order book the trip. Will be relied upon to notify leadership if a rebate is needed, in order to book the trip.
• Enters information into SharePoint and manages responses from location
• Responds to customer inquiries and problems providing timely and accurate information or directing inquiries to supervisors if needed.
• Remains informed on new policy, pricing, procedures, and other general information of interest to customers.
• Support lower level staff including agency employees. Expected to be a role model for all lower level staff.
• Supports lower level staff with complex issues and can identify both the issue and the solution.
• All other duties assigned.

Minimum Education or Certifications Required

• High School Diploma or equivalent

Minimum Experience or Skills Required

• 2 years experience providing customer service or sales in a call center environment preferred but not required

• Solid oral and written communications skills; must demonstrate a professional and polished demeanor with a positive, upbeat and friendly personality

• Strong customer service skills; must be passionate about delivering quality service and making a difference in the customer experience

• Ability to listen attentively, solve problems creatively, create win-win situations with internal and external customers

• High attention to detail; able to enter data in an efficient and accurate manner

• Strong ability to develop and maintain professional working relationships

• Ability to learn quickly and adapt to change in a fast-paced environment

• Strong ability to handle multiple tasks at once; prioritize activities based on urgency and importance, and take appropriate action with little supervision

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

• Solid computer skills - Windows, Excel and Outlook - and be internet browser proficient

Physical Requirements and Working Conditions

• Incumbent must be able to move about the office and between floors; sit for long periods of time; utilize standard office equipment; access filing system/cabinets; and communicate effectively and efficiently in person or by telephone.
• Office type call center environment

Hourly wage - $20 - $21

Disclaimer
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.

First for a reason:

At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer.

In the state of Washington, all technician and driving positions, including but not limited to van drivers and any other position requiring employees to drive a company-owned vehicle, are considered safety-sensitive and are therefore subject to drug and alcohol testing, including cannabis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Ordinance, and any other fair chance law. Philadelphia’s Fair Criminal Record Screening Standards Ordinance Poster is at this link or upon request .