At arenaflex, we are dedicated to providing the students of New York City with safe, clean, dependable, efficient, cost-effective, and prompt transportation. Our Office of Pupil Transportation (OPT) is a vital part of this mission, supporting the educational process through the provision of essential services that go beyond the classroom. We are seeking an experienced Customer Service Agent to join our team, providing exceptional customer service in support of overall pupil transportation for New York City students.
**Job Summary:**
As a Customer Service Agent within the Office of Pupil Transportation, you will be the primary point of contact for callers and school administration, providing timely and accurate responses to inquiries related to transportation eligibility criteria. You will work closely with households and schools to review, verify, and request additional information to process requests for student transportation eligibility approval or to resolve transportation status issues. Your exceptional communication skills, attention to detail, and ability to work in a fast-paced environment will make you an invaluable asset to our team.
**Responsibilities:**
* Respond to telephone inquiries to determine the type of service required, providing accurate and timely information to callers.
* Log customer's information, inquiry, and resolution into an automated tracking system, ensuring seamless communication and record-keeping.
* Review students' transportation status to determine eligibility for transportation needs, utilizing your analytical skills to identify and resolve issues.
* Communicate with households and schools to review, verify, and request additional information to process requests for student transportation eligibility approval or to resolve transportation status issues.
* Maintain records of school personnel contacted for reporting purposes, ensuring compliance with regulatory requirements.
* Assist with quality assurance evaluation of calls to the call center, providing feedback and recommendations for process improvements.
**Qualification Requirements:**
* Minimum:
+ A baccalaureate degree from an accredited college; or
+ An associate degree from an accredited college and two years of satisfactory, full-time experience responding to inquiries in a customer service, help desk, or public relations capacity, utilizing computers and information technology; or
+ A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience described in "2" above; or
+ A satisfactory combination of education and experience.
* Plus:
+ Two additional years of experience described in "1" above.
* Preferred:
+ Knowledge and understanding of overall organizational strategy and of call center environment/operations.
+ Excellent ability to listen and communicate effectively.
**Skills and Competencies:**
* Excellent communication and interpersonal skills, with the ability to work with diverse stakeholders, including households, schools, and school administrators.
* Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
* Proficiency in using computers and information technology systems, including databases and automated tracking systems.
* Ability to work in a fast-paced environment, with multiple priorities and deadlines.
* Strong attention to detail, with the ability to maintain accurate records and ensure compliance with regulatory requirements.
**Career Growth Opportunities and Learning Benefits:**
* arenaflex is committed to providing a supportive and inclusive work environment, with opportunities for professional growth and development.
* Our team is dedicated to continuous learning and improvement, with regular training and development programs to enhance your skills and competencies.
* As a Customer Service Agent, you will have the opportunity to work with a diverse range of stakeholders, including households, schools, and school administrators, providing a unique and rewarding experience.
**Work Environment and Company Culture:**
* arenaflex is a dynamic and inclusive organization, committed to providing a work environment that is free from discrimination and harassment.
* Our team is dedicated to supporting the educational process, with a focus on providing exceptional customer service and support to our students and families.
* We offer a range of benefits and perks, including competitive salary, comprehensive health insurance, and paid time off.
**Compensation and Benefits:**
* Salary: $45,409 - $67,879
* Comprehensive health insurance, including medical, dental, and vision coverage
* Paid time off, including vacation, sick leave, and holidays
* Opportunities for professional growth and development
* A supportive and inclusive work environment
**How to Apply:**
If you are a motivated and customer-focused individual, with a passion for providing exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and skills. We look forward to hearing from you!
**Equal Opportunity Employer:**
arenaflex is an equal opportunity employer, committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment. We are an inclusive organization, dedicated to supporting the educational process and providing exceptional customer service to our students and families.
**Public Service Loan Forgiveness:**
As a prospective employee of arenaflex, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. Please refer to our website for more information.
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