FirstAlt Client Service Rep II

First Student•Austin, TX

11d

About The Position

FirstAlt Client Service Rep II is responsible for acting as the main point of contact for clients, managing daily scheduled trips, and ensuring driver compliance. This role involves extensive communication with school districts, transportation partners, and team members via various channels, requiring a high level of customer service. The position also handles escalated situations, route building, client relationship management, and report generation. 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 or changed at the discretion of Management.

Requirements

Minimum Education or Certifications Required
Minimum Experience or Skills Required
Physical Requirements and Working Conditions

Nice To Haves

Agents assigned to bilingual speaking roles will be required to meet all expectations in their designated language as outlined in this document

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.