- 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
- Manage the day to day scheduled trips, ensuring trips have been started, are running on time, completed and troubleshoot trips that need immediate attention.
- Receive incoming Clients calls with a high level of professionalism and care
- Problem-solve transportation concerns from parents, clients, and Transportation Partners
- Effectively communicate via telephone, email, text message, and chat applications with a wide variety of customers, clients and employees
- Successfully navigate multiple computer systems and applications simultaneously
- When applicable, Agents assigned to bilingual speaking roles will be required to meet all expectations in their designated language as outlined in this document
- Ability to cross-train and assist in other departments or projects at your manager's request. This would typically be done between call volume peaks
- Handle escalated situations with a sense of urgency, calmness, and professionalism
- Detail and solution orientated while being part of a team environment
- Duties and responsibilities are not limited to above descriptions and can be modified or changed at the discretion of Management.
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.
Skills Required
- Ability to communicate effectively in a professional manner
- Experience in customer service or related field
- Ability to navigate multiple computer systems simultaneously
What We Do
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.®
