POSITION SUMMARY : Under general supervision, Call Center Representatives provide customer service to families and schools while supporting the daily operational activities in the Student Transportation Department. The Call Center Representative Transportation interacts with the public and with District personnel via phone and email to answer a variety of questions, work to resolve problems and complaints, and provide out bound communications as needed.

REPRESENTATIVE DUTIES: Provide excellent customer service through effective and professional interactions; answer phone calls and email correspondence from families and school staff. Conduct system transactions and data entry into a variety of software solutions to support operational activities. Act as a liaison between families, school staff, and Transportation department staff. Conduct outbound calls and create messaging to families and school staff. Provide real-time data reporting; create documents, generate reports, and utilize queries and filters using Microsoft Office products. Conduct research, general analysis, and interpretation utilizing Google Maps, GPS tracking systems, and a variety of district and department software systems to provide timely and accurate information to appropriate parties. Demonstrate a commitment to the Portland Public Schools Equity Initiative by developing a thorough knowledge and application of the district Racial Educational Equity Policy and other board policies; participate in staff development, in-services and trainings related to diversity, equity and inclusion in the workplace and in K– 12 education; model appropriate behaviors; develop, recommend and implement improvements to educational practices with awareness and understanding of their impact in a racially and culturally diverse community. Participate in trainings, in-services, workshops and meetings related to assigned activities. Perform related duties as assigned. MINIMUM QUALIFICATIONS: High school diploma or G.E.D. One (1) year of experience in a customer service position. PREFERRED QUALIFICATIONS: Multilingual preferred. Any other combination of education, training and experience which demonstrates the candidate is likely to possess the skill, knowledge, ability and trait characteristics essential for this classification may be considered.

KNOWLEDGE AND ABILITIES: Knowledge of: Conflict resolution techniques. Oral and written communication techniques. Report writing and recordkeeping methods and techniques. Working directly with customers in a time sensitive and chaotic environment. Operation of a variety of office technology including a computer and assigned software. Ability to: Work with individuals from diverse backgrounds. Exercise good judgement, tact, and diplomacy. Multi-task and triage large variety of issues and concerns. Work under pressure and provide effective conflict resolution with upset callers. De-escalate emotionally charged customers. Have patience in a fast paced environment. Manage multiple phone lines during heavy call volume. Learn, apply and explain policies and objectives of programs, school, and District programs and activities. Advocate, model, learn and implement Portland Public School’s Racial Equity Initiative. Communicate effectively both orally and in writing. Work independently, analyze situations accurately and adopt an effective course of action with creativity. Maintain confidentiality and demonstrate discretion, initiative and good judgment. Operate a variety of office machines, technologies and software including web-based tools such as G-Suite (Google), and web facilitation tools such as WebEx, and Google Hangouts. COMPENSATION: $21.48 - $27.22 per hour (PFSP Grade G) WORK YEAR:  260 days FTE: 1.0 (40 hours per week) Work is performed onsite at the Student Transportation office in Portland. Portland Public Schools (PPS) is seeking talented people from diverse backgrounds and experiences to lead change and inspire PPS students. At PPS, every employee, despite having different roles, is an educator. We hope to attract talented educators who model the core PPS . With the District’s focus on eliminating systemic racism and its adverse impact on student learning, we seek to hire individuals who bring to our district a deep commitment to racial equity and social justice. The District is committed to equal opportunity and nondiscrimination in all its educational and employment activities. The District prohibits discrimination based on perceived or actual race; national or ethnic origin; color; sex; religion; age; sexual orientation; gender expression or identity; pregnancy; marital status; veteran’s status; familial status; economic status or source of income; mental or physical disability or perceived disability; or military service. 504 Coordinator: Katie Loewen, , 503-916-3337 x63337 ADA Coordinator: Jey Buno,, 503-916-3360 Title IX Program Manager: Bobby Cruz, , 503-839-3660 Benefits Information

Portland Public Schools (PPS) offers several competitive and comprehensive benefit packages to employees. Fringe benefits include medical, dental, vision, prescription, life and disability insurance, employee assistance program, 403(b) retirement savings plan and various leave and professional development programs. Depending on the insurance option selected by the employee, there may be an employee contribution toward insurance. Portland Public Schools is a public employer and participates in the Public Employees Retirement System (PERS/OPSRP). Eligible employees are required by statute to contribute 6% of salary on a pre-tax basis to OPSRP/IAP, after serving six months under a PERS employer.