Customer Experience Coordinator jobs in Covington, KY

ABOUT CPS:
Cincinnati Public Schools (CPS) serves 35,000 students preschool to 12th grade in over 65 schools across a 91-square-mile district in Southwest Ohio. Cincinnati Public Schools is Greater Cincinnati's largest school district.

CPS offers families high-quality educational choices and a variety of academic programs. Our innovative approach to education, our caring teachers and staff, and a vast array of collaborative partnerships have accelerated students' achievement - ensuring that students thrive and graduate prepared to enter college, the military and the workforce.

Cincinnati Public is looking for creative, innovative, passionate, problem-solvers to join our team. We seek to have a positive impact on our children and families every day and are looking for staff members who want to not only do an excellent job with their career field but also serve as a role model for the children in CPS. We invite you to become a member of our CPS work family.


Customer Experience Coordinator (Transportation)

Position Type:

Date Posted: 11/15/2019

Location: Central Office/Educational Center

Date Available: TBD

Closing Date: 11/22/2019

The Cincinnati Public Schools invite applications for the position of Customer Service Supervisor. This position reports to the Director of Pupil Transportation Services. This position is responsible for receiving, reviewing, and responding to complaints/issues regarding personnel, policies, procedures, and investigates and assists in achieving equitable solutions. Additional duties include monitoring internal and external call centers, and expediting internal processes for community, nonpublic and public school transportation services.

Qualifications

As a key element of this position, the individual must possess leadership skills which are documented and demonstrated and must be able to display the ability to know when to utilize the necessary skills. The individual must also possess the ability to team build, team participate and facilitate. The individual must have a demonstrated ability to work with diversity and with a wide range of external agencies as a contributing team player.

Training: Must be proficient or have the ability to learn within a reasonable time the successful use of Google Applications, MS Office Suite, PowerSchool, Registration Gateway, SunGard, VersaTrans, AVAYA Call Management Software, and other transportation specific applications as deemed required.

Experience: Must have a minimum of five years’ experience in related field i.e. passenger transportation, constituent services, k-12 education, and/or has successful course work or degree in business, communications, transportation and/or related areas preferred.

Performance Responsibilities:

• Effectively communicates and disseminates accurate and consistent information about Cincinnati Public Schools’ transportation network by engaging in positive public relations with students, school personnel, and community members; and address service disruptions and complaints in a timely manner.
• Will use sound judgment in advising parents, guardians, students, school employees, and community members on CPS Board policy, departmental procedures, and State statutes pertaining to pupil transportation.
• Manage the day to day service communications for the entire Cincinnati Public Schools’ transportation network including community, parochial and private schools.
• Assist District Administrators and stakeholders in locating transportation student information.
• Mediate solutions that ensure the safest, least restrictive and efficient mode of transportation service.
• Monitors authorized vendors service performance pertaining to communication and customer experience; assess liquidated damages and invoices accordingly.
• Responsible for making sure training programs are in full compliance with all state, federal regulations and District standards pertaining but not limited to CDL licensing and endorsements, physicals, drug testing, training, and certification
• Organizes and implements a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of transportation personnel customer engagement.
• Responsible for ensuring the accurate and timely submission of all data inputs and reports for the ODE SAFE account and maintain the systems as required by the State of Ohio.
• Responsible for creating and maintaining positive and professional working relations between students/parents, school/district administration, community members and vendors.
• Able to deliver, project, and influence authorized contracted vendors through effective communication and logistical methodologies both in group and individual dynamics to achieve optimal service levels. .
• Participates in the development and execution of pupil transportation’s customer experience training programs for transportation personnel.
• May represent department at meetings and conferences by providing instruction and/or training to participants.
• Prepare reports – edit and ensure accuracy of reports.
• Prioritize duties and responsibilities.
• Receive and screen telephone calls, visitors and correspondence.

Employment Provision

Type of Contact: CAAS
Salary: Specialist

All interested applications are invited to apply. Only online applications and resumes will be considered.

Note: A lead teacher in a position may not be appointed to an administrative position while service as a lead teacher. A lead teacher may apply for an administrative position if the lead teacher resigns the lead teacher position prior to submitting an application, however, selection is not guaranteed. A consulting teacher may not be appointed to an administrative position while serving as a consulting teacher and for one full school year after serving as a consulting teacher.

AN EQUAL OPPORTUNITY EMPLOYER

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