Customer Engagement Liaison

First Student • Memphis, TN

2d • $65,000 - $65,000 • Onsite

About The Position

As part of the region’s customer success team, the Customer Engagement Liaison is responsible for building and maintaining relationships with: 1) district personnel to ensure the delivery of consistent, sustainable service, and 2) local influencers to raise awareness for First Student’s services to generate advocacy and revenue. The Customer Engagement Liaison will partner closely with the operation leaders to deliver on contractual agreements, including the CTTE Student Training Program partnership. This role is the point of contact for the customer for any inquiries, concerns or requests. This position reports to the Area General Manager/District Manager and works closely with our Shelby County/First Student Location Manager to successfully deliver on our contract. If you’re organized, dependable, and thrive in a fast-paced environment, this is a great opportunity to join a stable, industry-leading organization.

Requirements

• 5 Years Customer Engagement Experience
• Bachelor’s degree in marketing, English, Journalism, Communications or related field required
• Excellent writing skills, with a strong orientation to detail and service.
• Advanced knowledge of word processing, spreadsheet and presentation software.
• Project management experience strongly preferred
• Ability to exercise independent thinking with a high level of prioritization skills
• Strong customer relation skills
• Ability to generate creative ideas, meet multiple deadlines and work independently.
• Knowledge of business and management principles.
• Some travel may be required

Responsibilities

• Partner closely on a day-to-day basis with customer to respond to inquiries, concerns and requests regarding services.
• With the customer feedback, this role will work to continuously to improve services and correct any root causes of issues and strengthen the customer relationship.
• All requests and issues from customers should be recorded, tracked and details of actions taken, if needed, through this role.
• Proactively work with Operations by supporting startup and ongoing operations in a communication/customer manager role.
• Focus will be on building strong relationships with district personnel and school administrators (principals, etc.).
• Conduct regular meetings with school personnel.
• Goal is to meet with each individual school principal (and key staff) a set number of times per year to understand and address service needs and issues.
• Strategize, plan and execute on customer and community engagement plans to achieve outreach goals.
• Maintain annual event calendar and track success and ROI for each event.
• Outreach to develop and maintain relationships with local community influencers, such as local agencies, county and city officials, cultural leaders and influencers, non-customer districts/prospects and others TBD.
• Organize, attend and participate in special events and promotions advocating First Student.
• Along with the location manager, act as primary representative and presenter at local and regional community and influencer events.
• Collaborate with marketing and communication teams to support the development of all necessary tactics supporting digital and non-digital creative efforts (e.g. presentations, collateral, print, exhibits, booth assets, etc.) to support customer and community relationships and outreach.
• Use all forms of outreach (virtual and in-person) to engage, educate, and raise awareness about First Student and the importance of student transportation
• Develop the foundation and execute on the CTTE Student Training Program partnership.
• Support the Region Operations and Business Development Team in local sales efforts, including developing PowerPoint presentations, documents, reports, communications, etc.
• Other duties as assigned.

Benefits

• $65,000.00 per year
• Medical, dental, and vision insurance
• 401(k) with company contribution
• Paid time off and paid holidays
• Company-paid life insurance
• Stable employment with a well-established organization
• Opportunities for growth and internal advancement
• Employee discounts on cell phone plans, vehicles, electronics, and more through PerkSpot

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees