FirstAlt Client Service Rep II

First Student

6d

About The Position

FirstAlt Client Service Rep II: Act as the main point of contact for clients regarding routing, student information, and school schedules. Work with Field Operations to ensure driver compliance with school district and state standards. Manage daily scheduled trips, ensuring they start on time, run smoothly, and troubleshooting any issues. Communicate effectively via telephone, email, text, and chat with school districts, transportation partners, and team members. This role requires a high level of customer service, communication, and care. Handle escalated situations with urgency, calmness, and professionalism. Bilingual agents will be required to meet all expectations in their designated language. This position also involves building and maintaining routes, creating new client quotes, implementing new routes, and consolidating existing ones. Build positive client relationships through frequent check-ins and follow-ups. Ensure all client communications and requests are responded to and completed promptly. Regular email communication with clients, and also assist with inbound/outbound calls to clients, parents/guardians, students, schools, and drivers. Generate and review daily, weekly, and monthly reports, including daily trip counts, trip details, billing concerns, and incident/accident reports. Maintain calendar adjustments for weather delays, holidays, and minimum releases. Expedite 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 the above descriptions and can be modified at the discretion of Management.

Requirements

• High level of customer service communication and care
• Bilingual speaking roles will be required to meet all expectations in their designated language

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.
• Handle escalated situations with a sense of urgency, calmness, and professionalism.
• 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.
• 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

Benefits

• Consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
• Consideration for employment of 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed