Client Services Representative

First Student • Chicago, IL

2d

About The Position

First Student is seeking a Client Services Representative to act as the main point of contact for clients regarding routing, student information, and school schedules. This role involves working with Field Operations to ensure driver compliance, managing daily scheduled trips, and troubleshooting any issues that arise. The representative will communicate effectively via multiple channels with school districts, transportation partners, and team members, requiring a high level of customer service. They will also handle escalated situations with urgency and professionalism. Bilingual candidates will be required to meet all expectations in their designated language. The role also includes building and maintaining routes, creating new client quotes, consolidating existing routes, and building positive client relationships through regular check-ins and follow-ups. Ensuring timely responses to client communication and requests is crucial. The representative will generate and review various reports, maintain calendar adjustments for delays and holidays, and expedite concerns to the appropriate teams. Staff will be cross-trained with other FirstAlt departments as directed by management. Duties are not limited to the descriptions provided and can be modified at management's discretion.

Requirements

• High level of customer service communication and care
• Bilingual speaking skills (if applicable)

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.
• 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.
• 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