Customer Service Representative

Durham School Services; Waterbury (CT); On-site; USD 34,000 - 37,000; Full time

Job summary

Summit School Services is seeking a front-line Customer Service Representative in the United States. You will act as a liaison between customers and the company, handling complaints, route changes, and inquiries via phone, email, or mail.

Responsibilities include logging issues in online tracking software, advising on company information, and supporting the Customer Service Manager to ensure quality service. A strong emphasis on ethics and communication is required.

Qualifications

• High School graduate or equivalent.
• Customer service experience required.
• Excellent oral communication skills to respond and present professionally to callers and visitors.
• Demonstrated ability to effectively and diplomatically handle a wide range of demanding inquiries from a variety of internal and external sources.
• Strong inter personal skills and excellent written and oral communication skills required.
• Critical thinking and problem-solving skills are also required.
• Excellent oral and written communication skills with excellent interpersonal skills.
• Computer literacy, preferably in word processing and spreadsheets.
• Prioritization, organization, coordination and time management skills to coordinate and prioritize multiple tasks.
• Bilingual English/Spanish a plus

Responsibilities

• Responsible for acting as a liaison between customers and the company. Assist with complaints, route changes, errors, account questions, cancellations, and other queries.
• Resolve customer complaints via phone, email, or mail.
• Use telephones to reach out to customers and verify information.
• Greet customers warmly and ascertain problem or reason for calling.
• Log issues in to online issue tracking software.
• Advise on company information.
• Work with Customer Service Manager to ensure proper customer service is being delivered.
• Compile reports on overall customer satisfaction.
• Exhibits the highest ethical best practices and personal integrity; Shares concerns about suspicious or inappropriate behavior with their supervisor or manager
• Other duties as assigned

Skills

Customer service

Oral communication

Written communication

Interpersonal skills

Problem solving

Bilingual English/Spanish

Computer literacy

Education

High School graduate or equivalent

Tools

Word processing

Spreadsheets

Issue tracking software

Job description

Summit School Services companies share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. Our corporate headquarters, located in Warrenville, Illinois, houses the administrative and corporate support functions for the organization. Our 250+ local customer service centers (CSCs) are supported by regional operations teams located throughout North America.

Responsibilities

• Responsible for acting as a liaison between customers and the company. Assist with complaints, route changes, errors, account questions, cancellations, and other queries.


• Resolve customer complaints via phone, email, or mail.


• Use telephones to reach out to customers and verify information.


• Greet customers warmly and ascertain problem or reason for calling.


• Log issues in to online issue tracking software.


• Advise on company information.


• Work with Customer Service Manager to ensure proper customer service is being delivered.


• Compile reports on overall customer satisfaction.


• Exhibits the highest ethical best practices and personal integrity; Shares concerns about suspicious or inappropriate behavior with their supervisor or manager


• Other duties as assigned

Pay Range: $25.00–$27.00 per hour

Qualifications

• High School graduate or equivalent


• Customer service experience required


• Excellent oral communication skills to respond and present professionally to callers and visitors.


• Demonstrated ability to effectively and diplomatically handle a wide range of demanding inquiries from a variety of internal and external sources.


• Strong inter personal skills and excellent written and oral communication skills required


• Critical thinking and problem-solving skills are also required


• Excellent oral and written communication skills with excellent interpersonal skills


• Computer literacy, preferably in word processing and spreadsheets,


• Prioritization, organization, coordination and time management skills to coordinate and prioritize multiple tasks


• Bilingual English/Spanish a plus

Summit School Services has a zero-tolerance policy on conduct that is incompatible with its policies and values, including sexual exploitation and abuse, harassment, abuse of authority, and discrimination. Summit School Services is committed to promoting the protection and safeguarding of all children and passengers.

We offer medical, dental, vision, basic life insurance coverage, holiday pay, and PTO accrual. Additionally, employees are able to enroll in a retirement savings plan.

At Summit School Services our goal is to be a diverse workforce that is representative of the communities we serve. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

Summit School Services LLC’s independent subsidiaries and affiliates are an equal employment opportunity (EEO) employer

The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/ contractual terms and positions.