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Responsible for receiving, responding, and documenting complaints from the school systems internal and external customers including the Baltimore City Public Schools complaint call center and providing customer service in English and a foreign language. Audits and provides daily maintenance of the Baltimore City Public Schools Transportation Request process.

• Facilitates inquiries received from the Baltimore City Public Schools call center confirming customers' language preferences as they are received.
• Receives complaints, identifies the source, communicates, and resolves complaints with the responsible vendor, and closes out complaints with the HEAT System.
• Receives and responds to incident reports from the schools regarding service issues as they relate to transportation stakeholders.
• Maintains the contractor complaint database and coordinates the receipt and documentation of all transportation contractor service complaints. Determines the validity of each complaint, communicates resolution, and forwards information regarding contractor non-compliance for the assessment of appropriate penalties against the vendor to the transportation accounting team.
• Coordinates the distribution and communication of transportation changes to the school transportation coordinators. Receives monthly school reports and follows-up with the schools that are not timely with the forwarding of the monthly reports.
• Reviews and confirms all transportation requests for eligibility to include school placement, walk-zone compliance, and conditions approved by the IEP.
• Monitors student transportation system (STS) maintenance reports to prevent any delays in the transportation request process. Communicates with the schools and Area Approvers on all outstanding requests awaiting approval. Follows-up with routing on all un-routed exceptions.
• Reviews student list reports with the schools and area approvers to confirm transportation services are to continue. Reviews available ITD reports to identify transfers, suspensions and updated enrollment which would impact transportation services.
• Works with the schools and administrators on STS issues, student routing issues and pending transportation requests.
• Coordinates with schools and Student Support services the end of and start of new school year routine for transferring students and ending transportation.
• Attends all special education and transportation framework committee meetings when the transportation request process is reviewed.
• Receives and review student attendance sheets for completion and enter data into spreadsheet for Third Party Billing. Maintain sheets for audit.'
• Translates transportation documents received and reports to management.
• Performs and promotes all activities in compliance with equal employment and nondiscrimination policies; follows federal laws, state laws, school board policies and the professional standards.

• High school diploma or equivalent.
• Two years customer service experience managing and responding effectively to customer calls, inquiries, and complaints.
• Excellent analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to respond to situations while maintaining composure and always demonstrating appropriate professionalism and restraint.
• Skills in the use of personal computers and software applications such as Microsoft Word and Excel.

Qualified candidates for the above position must submit the following:

• Completed online application
• Resume that clearly demonstrates the above minimum qualifications. It is important that you include all experiences and education related to the position to which you are applying.
• Upload copies of all transcripts -undergraduate, graduate and all MSDE Certifications
• Must provide three (3) professional references to include: name, title, business address, e-mail address and phone number
• All documentation/certification necessary (scanned copies accepted) to substantiate minimum qualifications; must be uploaded into application
• All documentation must be scanned and uploaded to application

Benefits -- This position is eligible for benefits. To review the available options please see the information relevant to the union for this position by viewing the following link:

Baltimore City Public Schools does not discriminate on the basis of race, color, ancestry or national origin, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, veteran status, genetic information, or age in its employment, programs and activities and provides equal access to the Boy Scouts of America and other designated youth groups. For inquiries regarding the nondiscrimination policies, please contact Equal Opportunity Manager, Title IX Coordinator Equal Employment Opportunity and Title IX Compliance Office 200 E. North Avenue, Room 208 Baltimore, MD 21202; 410-396-8542 (phone); (fax).

This position is affiliated with the Paraprofessionals and School Related Personnel (PSRP) bargaining unit.

This position is affiliated with the City Retirement Plan.