{"id":2772998,"url":"https://alion.io/job/wake-county-public-school-system-customer-service-representative-2","title":"Customer Service Representative","company":{"id":1883296,"name":"Wake County Public School System","domain":"wcpss.net","url":"https://alion.io/company/wcpss","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Raleigh, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":62000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1202},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-17T07:09:26Z","employer_posted_date":"2026-10-17","last_verified_at":"2026-10-20T06:56:19Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Overview\nPOSITION TITLE (Oracle title)\nCUSTOMER SERVICE REPRESENTATIVE\nWORKING TITLE\nCustomer Service Representative-Transportation\nSCHOOL/DEPARTMENT\nTransportation\nLOCATION\nRock Quarry Road Office Complex, Raleigh, NC\nPAY GRADE\nNoncertified Grade 20\nFLSA STATUS\nNonexempt\nELIGIBILITY FOR EMPLOYMENT CONTRACT\nNo\nWORK WEEK SCHEDULE\nMonday-Friday (occasional evenings and weekends) Position is not available for a Hybrid Telework workweek\nPOSITION PURPOSE:\nProvides excellent transportation specific customer service for Wake County Public School System (WCPSS) while following the policies and procedures of the school system and its customer support center. Ensures that given support is provided promptly, consistently, professionally, and accurately. Sees that all inquiries are resolved and documented.\nMINIMUM QUALIFICATIONS:\nKNOWLEDGE, SKILLS, AND ABILITIES (KSAs)\nConsiderable knowledge of Microsoft Office, specifically, Word and Excel; Google Apps;\n\nExcellent customer service skills along with strong interpersonal skills, specifically in the areas of conflict negotiation and diffusion, problem solving, and crisis communication;\n\nAbility to work in a high call volume environment with limited supervision;\n\nAbility to interpret data from the department’s information systems such as the Transportation Information Management System (TIMS), Global Positions System (GPS) and Cherwell;\n\nEffective time management skills;\n\nAbility to maintain confidentiality;\n\nAbility to learn pertinent district policies and procedures rapidly, apply them in appropriate situations, and explain them to staff, parents, and the public;\n\nAbility to exercise independent judgment in completing work assignments and determine when to refer situations to supervisor;\n\nAbility to complete tasks and minimize errors with attention to detail;\n\nAbility to multitask and process requests and concerns for multiple districts at once.\n\nAbility to work within a team, demonstrate initiative, and have a logical approach for resolution;\n\nAbility to communicate clearly and concisely both in oral and written form using a variety of communication techniques and tools to ensure the appropriate flow of information, collaborative efforts, and feedback;\n\nAbility to establish and maintain effective working relationships with school system staff, students, parents, external agencies, and the community.\n\nEDUCATION, TRAINING, AND EXPERIENCE\nHigh school diploma or equivalent; AND\n\nOne year of experience in a call center, customer service role, or related field; OR\n\nAn equivalent combination of education and relevant experience sufficient to successfully perform the\n\nessential duties of the job.\nPREFERRED QUALIFICATIONS:\nThree years of progressively more responsible office experience in a customer service role;\n\nKnowledge of school transportation operations;\n\nBilingual English and Spanish (fluent verbal and written) skills.\n\nESSENTIAL DUTIES AND RESPONSIBILITIES:\nProcesses telephone/voicemail and online customer service inquiries in a consistent respectful, accurate, and prompt manner during all hours of operation.\n\nProvides customer service related to transportation for WCPSS while following the policies and procedures of the school system in a timely manner.\n\nDetermines customer needs accurately and uses independent judgment to solve the problem, route or escalate the call to the appropriate individual or supervisor according to standards.\n\nThoroughly logs all findings and responses to customer inquiries.\n\nInterprets data from TIMS, GPS, Oasis, and Cherwell to resolve customer inquiries.\n\nPromotes a culture of customer service.\n\nCommunicates with parents, school system staff, and vendors about student transportation.\n\nGathers data, documentation, and records from families required to properly verify and process paperwork for stipend reimbursements.\n\nMaintains effective working relationships with central office departments and school-based staff.\n\nPerforms other related duties, as assigned.\n\nWORK ENVIRONMENT/PHYSICAL REQUIREMENTS\nThis role routinely uses standard office equipment such as computers, scanners, and copiers. The position, at times, must be able to come into direct contact with school system staff, students, external stakeholders and members of the community staff members. Work is considered light physical work, requiring the exertion of up to ten pounds of force.\nEFFECTIVE DATE: 10/2024\nDISCLAIMER: The above statements are intended to describe the general purpose and responsibilities assigned to this position. They are not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and skills required by the employees assigned to this position. This description may be revised by HR and approved at any time.","description_format":"text","description_chars":4780,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":true},{"language":"English","level":"Proficiency (C2)","optional":true}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Secondary Education","Primary Education"],"lifecycle":[{"event":"open","at":"2026-10-17T07:09:26Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.813,"p_room":0.9,"age_days":2,"expected_fill_days":7,"reasons":["conf:2","velocity","win:mid","comp:junior,brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/wake-county-public-school-system-customer-service-representative-2","json_url":"https://alion.io/job/wake-county-public-school-system-customer-service-representative-2.json","meta":{"generated_at":"2026-10-20T10:52:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11881,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1883296},"rest":"https://alion.io/mcp/rest/get_company?id=1883296"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwake-county-public-school-system-customer-service-representative-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwake-county-public-school-system-customer-service-representative-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwake-county-public-school-system-customer-service-representative-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wake-county-public-school-system-customer-service-representative-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwake-county-public-school-system-customer-service-representative-2"}]}