Lead Candidate Experience Specialist

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.

• The Lead Candidate Experience Specialist (CX Specialist) will perform the duties of a CX Specialist while acting as the liaison between the CX team and the Region CX Director. This role includes coaching peers, assisting with onboarding challenges, and providing guidance to ensure a seamless and efficient onboarding process. While not a direct manager, the Lead CX Specialist serves as a leadership buffer to enable effective team operations and maintain high levels of candidate engagement and throughput.

• Major Responsibilities

  • Candidate Onboarding and Support:
    • Guide candidates (drivers, attendants, and other location staff) through the entire onboarding journey, including the official offer, hiring documentation, and compliance requirements.
    • Schedule candidates for all appropriate training sessions (remote, onsite, or hybrid) and prepare them for their first day of in-person training at their designated location.
    • Serve as the primary point of contact for new hires, addressing questions and providing consistent support.
  • Team Leadership and Coaching:
    • Act as a liaison between the CX team and the Region CX Director, facilitating clear and effective communication.
    • Provide day-to-day coaching and guidance to CX team members to address challenges and share best practices.
    • Lead team discussions and provide updates from the Region CX Director to ensure alignment with company objectives.
  • Documentation and Compliance:
    • Ensure that all hiring documentation is completed accurately, including background checks and compliance-related forms, in adherence to company policies and legal standards.
    • Maintain up-to-date records of candidate progress and documentation within the ATS and other company systems.
  • Coordination with Internal Teams:
    • Collaborate with Talent Acquisition, HR, Employment Standards, Training, Safety, and Operations teams to facilitate smooth onboarding and compliance processes.
    • Regularly communicate with training teams and location managers to coordinate schedules and ensure candidates are prepared for training.
  • System and Process Management:
    • Utilize the ATS and other tools to manage and monitor candidate activity and progression through the onboarding process.
    • Stay informed about updates to systems and processes related to hiring and onboarding and communicate changes to the team as needed.
  • Candidate Experience and Engagement:
    • Foster strong relationships with candidates, ensuring consistent and timely communication to enhance their experience.
    • Address candidate concerns proactively and provide status updates to maintain engagement and interest until training begins.
  • Metrics and Reporting:
    • Monitor and report on key performance indicators (KPIs) such as time-to-hire, onboarding completion rates, and training readiness.
    • Identify trends and potential delays in the onboarding process and work with team members to implement solutions.
  • Compliance and Best Practices:
    • Ensure that onboarding practices align with EEO legislation, Affirmative Action, ADA requirements, and company policies.
    • Maintain a strong understanding of compliant hiring practices and apply them consistently across the team.
  • Customer Service Excellence:
    • Provide outstanding customer service to both candidates and internal stakeholders, fostering effective working relationships.
    • Serve as a role model for customer service excellence and guide team members in maintaining high standards.
  • Continuous Improvement and Team Development:
    • Stay updated on industry trends and best practices related to candidate experience and onboarding.
    • Suggest and implement process improvements to enhance team efficiency and the overall onboarding experience.
    • Support the professional development of CX team members by sharing knowledge and fostering a collaborative environment.
  • Additional Duties:
    • Perform other duties as assigned to support team and company goals.

  
  Minimum Education or Certifications Required

  • High School diploma or equivalent required; Associate’s or Bachelor’s degree preferred.

  
  Minimum Experience or Skills Required

  • 2 years of experience in customer service, onboarding, recruiting, or a related HR function.
  • Experience in a leadership or coaching role within a customer experience or HR team is preferred.
  • Strong familiarity with ATS or CRM systems and proficiency in Microsoft Office Suite.
  • Excellent verbal and written communication skills.
  • Strong attention to detail, organizational skills, and effective time management.
  • High sense of urgency and problem-solving abilities.

  
  Physical Requirements and Working Conditions

  • Remote work environment with the ability to utilize standard office equipment.
  • May require minimal travel to company locations for team meetings or training (if applicable).

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.