Call Center Representative

Swift Staffing; Baltimore (MD); On-site; USD 17,000 - 24,000; Full time

Benefits offered by this job

Weekly pay

Health insurance

Referral bonuses

Longevity bonus

Holiday pay

Roth 401K plan

Job summary

Swift Staffing seeks a Call Center Representative in Baltimore City to handle inquiries from parents, faculty and students about school transportation and bus routes. You will track routes using GPS and coordinate with dispatchers to resolve issues.

Requirements include a high school diploma or GED, 3–6 months of call center experience, and the ability to type 40 wpm. Shifts run 6:00am–2:00pm, 7:00am–3:00pm or 10:00am–6:00pm with a 30-minute lunch.

Qualifications

• High school diploma or GED required.
• 3–6 months of call center or office-based customer service experience.
• Ability to de-escalate upset parents/caregivers with empathy and professionalism.
• Typing speed of at least 40 wpm required.
• Shift options include 6:00–14:00, 7:00–15:00, or 10:00–18:00; 30 minute lunch.

Responsibilities

• Answer high volumes of calls from parents and staff about transportation and bus routes.
• Track real-time bus locations using GPS systems to provide accurate updates.
• Coordinate with Dispatchers and Drivers to address route changes and incidents.
• Log customer interactions in the database.
• Explain transportation policies and accommodations to customers.

Skills

Call center experience

Typing 40 wpm

Empathy & de-escalation

Education

High school diploma or GED

Tools

GPS fleet management systems

Radio communication tools

Job description

Call Center Representative needed for our education client in Baltimore City. The Call Center Representative will be taking calls from parents, faculty and students who takepublic transportation to get to and from school and tracking routes. Two to three month contract position. The non-negotiable pay rate is $15.00 per hour.

Essential Duties

• Answering high volumes of parent and staff calls regarding student transportation and bus routes.
• Track bus locations in real-time using GPS fleet management systems and radio communication tools to provide accurate arrival updates.
• Coordinate directly with Dispatchers and Drivers to address route changes, mechanical breakdowns, or missing student reports.
• Log customer complaints and service requests into the database.
• Provide clear information regarding school district transportation policies and specialized student accommodations.

Qualifications

• Must have a high school diploma or general education development equivalent.
• At least three to six months of call center or customer service experience working in a office environment is required.
• Must have good customer service skills with the ability to de-escalate frustrated parents or caregivers with empathy, patience and professionalism.
• Must be able to type at least 40 wpm.
• Must be able to work from 6:00 am-2:00 pm, 7:00 am-3:00 pm or 10:00 am-6:00 pm with a 30 minute non paid lunch.
• Must be able to pass a FBI background check and drug test.

We offer weekly pay, health insurance, referral bonuses, a one time longevity bonus, holiday pay and a Roth 401K plan. Certain restrictions apply.