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Call Center Representative

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4mativ | Saint Paul, MN
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4mativ


New
|
Published 12 days ago

$16 - $18

4mativ provides comprehensive and integrated transportation management and technology solutions for schools, districts, and others in the education ecosystem. We aim to save schools money, to enhance compliance and safety, and to remove the headaches that transportation induces for schools and families. Ultimately, we aim to transform transportation systems from a liability into an asset schools can leverage to expand learning opportunities, and to do so using state-of-the-industry technology that we are building in-house. 


Our current work managing multiple transportation vendors for five schools in Minneapolis-St. Paul has us on target to significantly reduce their per pupil special population transportation and general education transportation costs from last year. We have also ensured contract and legal compliance of all vendors and introduced processes & tools that improve accountability, safety, transparency & accuracy of billings, and communications to families. We have taken cost, risk, and complexity out of the system at these schools, and freed up precious staff time. 

4mativ is now gearing up to serve several more schools and hundreds of new students for the coming year (SY2020-2021) – and to engage in important diagnostic and consultative work at a pipeline of additional schools this spring. We are therefore immediately hiring Call Center Representatives.


4MATIV Call Center Representative

4mativ relies on knowledgeable professionals to interact with parents, schools and vendors with questions and concerns. We’re looking for an experienced call center representative to work approximately 20 hours a week (M-F 6:00-9:00AM & 3:30-4:30PM) managing routing and dispatching questions via text and calls.  The ideal candidate is a quick learner across multiple systems, patient and able to problem solve the concern in real time. He or she will be handling a variety of supportive tasks, communication and change management. As the voice of our company, the call center rep must possess excellent communication and interpersonal skills. As well as a positive attitude and empathy to resolving parent and school concerns.

The 4mativ Call Center Representative must demonstrate the ability to: 

●       Identify callers needs, research issues, resolve complaints and provide solutions

●       Maintain ownership of calls throughout the lifecycle of the call including follow-up and escalation team

●       Ability to prioritize and triage calls in a timely manner

●       Support basic routing & scheduling tasks, data management in TOMS

●       Support school communications and operational blast texting to families in COMS

●       Keep dispatch/situation/issue notes and give the team a hand-off at shift close

●       Recommend improvements to processes for improved organizational efficiency

●       Assist in building out formalized scripts, manuals and documentation and other tasks as assigned


QUALIFICATIONS AND EXPERIENCE:

The candidate should have proven experience managing high call volumes in tense situations. Have clear and effective communication to diffuse situations and resolve concerns with a high level of detail and organization.

The requirements for this position are:

Education: High School Diploma or equivalent. More education is preferred but not required.

Results: A proven track record of providing exceptional customer service, active listening, and verbal and written communication.

Care & Service Orientation: A demonstrable and intense care for the highest quality of service, unflappable respect and goodwill towards our customers – even in challenging interactions, and a humble and non-defensive disposition when accepting criticism on behalf of an operation.

Action Oriented: Enjoys working hard and looks for challenges; able to act and react as necessary, even if limited information is available; not afraid to take charge of a situation; can overcome resistance to leadership and take unpopular stands when necessary. Unwilling to let details or deadlines slip when service is on the line.

Strong Interpersonal Skills: Sense of humor and ability to work in a dynamic environment with different types of customers – from superintendents and company CEOs to drivers, and students & families experiencing homelessness. 

Foreign Language: Fluency in multiple languages is preferred

4mativ provides comprehensive and integrated transportation management and technology solutions for schools, districts, and others in the education ecosystem. We aim to save schools money, to enhance compliance and safety, and to remove…

Details at a glance

  • On-site Location
  • Part Time Schedule
  • High School Diploma Required

How to Apply

To apply, please submit your resume to katie.thaeder@4mativ.org.

To apply, please submit your resume to katie.thaeder@4mativ.org.

Location

Saint Paul, MN

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