FirstAlt Business Support Rep ll

First Student

1d

About The Position

The FirstAlt Business Support Rep ll is responsible for managing all Transportation Partner payments, including JDE system integration, and resolving any missed trip payments or inaccurate trip data. This role involves providing weekly and monthly reports to the operations team and coordinating with Field Operations to ensure all driver background checks and MVRs are up to date for FirstAlt drivers nationwide. The representative will review and complete daily and urgent requests, assist Field Operations with incomplete documents, and problem-solve as needed. A key aspect of the position is overseeing Transportation Partner technical support, which includes new driver onboarding, driver app installation and troubleshooting, and providing training and support for the Transportation Partner portal. The role requires a high level of customer service communication and care, along with detailed organizational and problem-solving skills. Additionally, the representative will work to reduce the volume of incoming calls and emails by educating partners on existing technology and processes, developing relationships with transportation partners, and ensuring driver/partner compliance. The company, First Student, is a large transportation provider focused on safety, student care, customer satisfaction, teamwork, and continuous improvement, transporting over 5 million students and passengers daily.

Requirements

• High level of customer service communication and care
• Detailed organization skills
• Problem-solving skills

Responsibilities

• Manage all Transportation Partner payments, including JDE system integration.
• Work directly to resolve any missed trip payments and inaccurate trip data.
• Provide reports to the operations team on a weekly and monthly basis.
• Coordinate with Field Operations that all driver background checks and MVR’s are up to date for FirstAlt drivers nationwide.
• Review daily requests and complete urgent requests as needed.
• Coordinate and assist Field Operations with any incomplete documents and problem solve as needed.
• Oversee all Transportation Partner technical support to include new driver on-boarding, driver app installation and troubleshooting, and Transportation Partner portal training and support.
• Reduce the volume of incoming calls/emails through education, utilizing existing technology and processes (e.g., how to change a driver, how to look up future trips, how to view current trips, how to look for subs).
• Assist partners/drivers with utilization of existing technology and processes to reduce incoming calls & or emails.
• Develop relationships with transportation partners.
• Assist with Partner Payments Onboarding (Training / Policies, etc.), including new driver on-boarding, driver app installation and troubleshooting, and payment terms, process, etc.
• Work to ensure driver / partner compliance is completed, and continuously maintained.
• Provide weekly status report on driver / partner status to team.
• Assist with Technology Development: Driver App / Partner Portal.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees