FirstAlt Client Service Rep

First Student • Remote MO, MO

6d • Onsite

About The Position

First Student is a family of over 60,000 employees dedicated to safely transporting more than 5 million students and passengers daily. Our family of brands includes Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are leaders in safety and innovation, developing and implementing the most advanced training and technology in the transportation industry. In Washington State, all technician and driving positions, including van drivers and any other role requiring the use of a company-owned vehicle, are considered safety-sensitive and are subject to drug and alcohol testing, including cannabis. We are committed to providing a drug-free workplace and will consider qualified applicants with criminal histories in accordance with applicable fair chance ordinances. Our mission is to provide unmatched care and the safest ride to school, ensuring students have an exceptional start and end to their day, ready to achieve their full potential. We focus on safety, care for our students, aim to surpass customer expectations, foster teamwork, and set the highest standards through innovation and operational excellence.

Requirements

• High level of customer service communication and care.
• Bilingual speaking abilities are required for designated roles.
• Ability to meet all expectations in designated language as outlined in this document.

Nice To Haves

• Experience with routing, student information, and school schedules.
• Experience working with Field Operations and ensuring driver compliance.
• Experience managing daily scheduled trips and troubleshooting issues.
• Experience with various communication methods (telephone, email, text, chat).
• Experience handling escalated situations.
• Experience building and maintaining routes, including quotes and consolidation.
• Experience building positive client relationships.
• Experience generating and reviewing reports.
• Experience maintaining calendar adjustments for delays, holidays, etc.
• Experience expediting concerns and issues to appropriate teams.
• Willingness to be cross-trained with other departments.

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 school districts, transportation partners and team members.
• Handle escalated situations with a sense of urgency, calmness, and professionalism.
• Build 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: Entry Level
• Education Level: No Education Listed