Business Support Representative

First Student; Town of Ogden (NY); On-site; USD 52,000 - 74,000; Full time

Job summary

First Student in the United States is seeking a Transportation Payments Specialist to manage all partner payments, reconcile missed trips, and provide weekly and monthly financial reports to the operations team.

You will coordinate with Field Operations to keep driver background checks and MVRs current for FirstAlt drivers nationwide, assist with onboarding and training for new drivers, support the partner portal, and drive education that reduces calls while maintaining exceptional customer

Responsibilities

• Manage Transportation Partner payments and resolve missed trips and data discrepancies.
• Coordinate with Field Operations to keep driver background checks and MVRs current for FirstAlt drivers nationwide.
• Coordinate and assist Field Operations with incomplete documents and problem solve as needed.
• Oversee Transportation Partner technical support, including driver onboarding and app installation.
• Maintain a high level of customer service communication and care.
• Demonstrate detailed organization and problem-solving skills.
• Duties may change at management discretion.
• Reduce calls/emails by educating users on how to use existing technology.
• Educate partners and culture development; reduce inquiries and improve utilization.
• Partner Payments
• Onboarding (Training/Policies): new driver onboarding, app, payments.
• Onboarding (Compliance): ensure driver/partner compliance and weekly status reports.
• Technology Development: Driver App / Partner Portal.

Job description

Major 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.
• This position requires a high level of customer service communication and care
• Detailed organization and problem-solving skills are critical for success
• Duties and responsibilities are not limited to above descriptions and can be modified or changed at the discretion of Management
• Reduce the volume of incoming calls/emails, etc. through; Education – Utilizing existing technology and processes so they don’t have to call us. How to change a driver, how to look up your future trips, how to view your current trips, how to look for subs, etc.
• Partner Education & Culture Development; Reduce the volume of incoming partners/drivers calls & or emails. Assisting partners/drivers with utilization of existing technology and processes. Education on how to… change a driver, look up future trips, view current trip status, look for subs, etc. Customer service – what’s working, what’s not working, etc. Develop relationships with transportation partners
• Partner Payments
• Onboarding (Training / Policies, etc.). New driver on-boarding, driver app installation and troubleshooting, and payment terms, process, etc.
• Onboarding (Compliance). Work with to ensure driver / partner compliance is completed, and continuously maintained. Provide weekly status report on driver / partner status to team
• Technology Development: Driver App / Partner Portal

Language Requirement

This role requires English proficiency. Federal, state, and local requirements, including U.S. Department of Transportation (DOT) regulations, require training, safety communications, company policies, employment documents, and other job-related communications be conducted in English.

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.

In the state of Washington, all technician and driving positions, including but not limited to van drivers and any other position requiring employees to drive a company-owned vehicle, are considered safety-sensitive and are therefore subject to drug and alcohol testing, including cannabis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. First will consider for employment 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. Philadelphia’s Fair Criminal Record Screening Standards Ordinance Poster is at this link or upon request https://www.phila.gov/media/20210423160847/Fair-Chance-Hiring-law-poster.pdf .