FirstAlt Trip Services Rep l

First Student

About The Position

First for a reason: At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer. Job Description Major 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. This position requires a high level of customer service communication and care Handle escalated situations with a sense of urgency, calmness, and professionalism When applicable, Agents assigned to bilingual speaking roles will be required to meet all expectations in their designated language as outlined in this document Manage the day to day scheduled trips, ensuring trips have been started, are running on time, completed and troubleshoot trips that need immediate attention. Receive incoming Clients calls with a high level of professionalism and care Problem-solve transportation concerns from parents, clients, and Transportation Partners Effectively communicate via telephone, email, text message, and chat applications with a wide variety of customers, clients and employees Successfully navigate multiple computer systems and applications simultaneously When applicable, Agents assigned to bilingual speaking roles will be required to meet all expectations in their designated language as outlined in this document Ability to cross-train and assist in other departments or projects at your manager's request. This would typically be done between call volume peaks Handle escalated situations with a sense of urgency, calmness, and professionalism Detail and solution orientated while being part of a team environment Duties and responsibilities are not limited to 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

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.
This position requires a high level of customer service communication and care
Handle escalated situations with a sense of urgency, calmness, and professionalism
When applicable, Agents assigned to bilingual speaking roles will be required to meet all expectations in their designated language as outlined in this document
Manage the day to day scheduled trips, ensuring trips have been started, are running on time, completed and troubleshoot trips that need immediate attention.
Receive incoming Clients calls with a high level of professionalism and care
Problem-solve transportation concerns from parents, clients, and Transportation Partners
Effectively communicate via telephone, email, text message, and chat applications with a wide variety of customers, clients and employees
Successfully navigate multiple computer systems and applications simultaneously
When applicable, Agents assigned to bilingual speaking roles will be required to meet all expectations in their designated language as outlined in this document
Ability to cross-train and assist in other departments or projects at your manager's request.
This would typically be done between call volume peaks
Handle escalated situations with a sense of urgency, calmness, and professionalism
Detail and solution orientated while being part of a team environment
Duties and responsibilities are not limited to above descriptions and can be modified or changed at the discretion of Management.