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FirstAlt Client Service Rep II

First Student

Role overview

Qualifications

  • Strong customer service experience and communication skills
  • Ability to handle escalated situations with urgency, calmness, and professionalism
  • Experience communicating via multiple channels including telephone, email, text, and chat with clients, districts, and team members
  • Bilingual capabilities or willingness to work in bilingual speaking roles as required

Responsibilities

  • Act as the main point of contact for clients regarding routing, student information, and school schedules
  • Work with Field Operations to ensure driver compliance is up to date per school district and state standards
  • Manage day-to-day scheduled trips, ensuring trips have been started, are running on time, completed and troubleshoot trips that need immediate attention
  • Builds and maintains all routes by building new client quotes, creating and implementing new routes, and consolidating existing routes; maintains client relationships through regular follow-ups

About the company

First Student logo

First Student

Ground Passenger Transportation

As the leading pupil transportation solutions provider for school districts in North America, First Student provides the best start and finish to every school day. Our teams complete five and a half million student journeys each day, moving more students than all U.S. airlines combined. We operate more than 44,500 vehicles in 41 U.S. states and 8 Canadian provinces/territories. What makes First Student the right choice for your school district's needs?Our partnerships: We believe great transportation is always the result of close, trusted partnerships with the school districts we serve. Understanding that needs change sometimes throughout the school year, our goal is to remain responsive to your district's needs. We work closely with school districts to ensure the transportation solutions we provide represent a collective, forward-thinking response to the needs of your district and community.Our engagement: We believe education offers a child – and their family – the foundation needed to lead a productive and successful life. We support education by making sure children have a safe and reliable way to get to and from school each day. Students start and end their school days with us, and we recognize the opportunity we have to impact each student’s day in a positive manner.Our people: Our people are our advantage. With a team of highly-trained drivers and the industry’s strongest safety record, we’re able to leverage the best practices, technologies and processes needed to deliver quality, consistent service.Visit http://www.firststudentinc.com for more information about how First Student is Caring for students, today, tomorrow, together.®

Company details

Company typeXLarge
IndustryGround Passenger Transportation
Company size10001

Links

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Job description

Major Responsibilities
  • Act as the main point of contact for clients in regard to routing, student information, school schedules, etc.​
  • Work with Field Operations to ensure driver compliance is completed and up to date per school district and state standards. ​
  • Manage the day to day scheduled trips, ensuring trips have been started, are running on time, completed and troubleshoot trips that need immediate attention. ​
  • Effectively communicate via telephone, email, text message, and chat applications with a school districts, transportation partners and team members.​
  • This position requires a high level of customer service communication and care ​
  • Handle escalated situations with a sense of urgency, calmness, and professionalism ​
  • When applicable, Agents assigned to bilingual speaking roles will be required to meet all expectations in their designated language as outlined in this document
  • The main point of contact for clients in regard to routing, student information, school schedules, etc.​
  • Builds and maintains all routes building new client quotes, creating and implementing new routes, and consolidate existing routes​
  • Build positive client relationships by frequently checking in and following up on questions or concerns they may have​
  • Ensure all client communication and requests are being responded to and are completed in a timely manner​
  • Regular email communication with clients, but also assist with inbound/outbound calls to clients, parents/guardians, students, schools, and drivers. ​
  • Generate and review reports on a daily, weekly, and monthly basis. This can include items such as daily trip count, trip details, billing concerns/questions, incident/accident reports. Etc.​
  • Maintain calendar adjustments including weather delays, holidays, minimum releases, etc.​
  • Expediting concerns and issues to the appropriate team. ​
  • Staff will be cross trained with other FirstAlt departments as directed by management ​
  • Duties and responsibilities are not limited to above descriptions and can be modified or changed at the discretion of Management.

Salary - $50,000 - $55,000


Disclaimer
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.


First for a reason:

At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer.


In the state of Washington, all technician and driving positions, including but not limited to van drivers and any other position requiring employees to drive a company-owned vehicle, are considered safety-sensitive and are therefore subject to drug and alcohol testing, including cannabis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Ordinance, and any other fair chance law. Philadelphia’s Fair Criminal Record Screening Standards Ordinance Poster is at this link or upon request https://www.phila.gov/media/20210423160847/Fair-Chance-Hiring-law-poster.pdf.

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Marcus Rivera

Chief Revenue Officer

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