Customer Service Liaison

Zum; Rockford (IL); On-site; USD 41,000 - 45,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Holidays

Vacation

Job summary

ZÅ«m is seeking a dedicated Customer Service Liaison to manage communications between families, schools, and drivers, ensuring a seamless student transportation experience. The role is based primarily out of the Office of Student Transportation with a split residency in Rockford, IL.

Ideal candidates will have exceptional interpersonal skills, attention to detail, and the ability to handle diverse inquiries efficiently, even under pressure.

Qualifications

• Demonstrated ability to handle customer inquiries with professionalism.
• Strong interpersonal and communication skills in stressful situations.
• Detail-oriented with accurate record-keeping and follow-up.

Responsibilities

• Serve as main liaison between Rockford Public Schools Transportation Division and ZÅ«m services.
• Inform parents about routes, schedules, and service disruptions.
• Coordinate with school admins to address transportation needs promptly.
• Collaborate with dispatchers and drivers on routes and timing.
• Triage and resolve complaints and customer feedback.
• Maintain accurate records of customer interactions and follow-ups.

Skills

Customer service

Interpersonal skills

Communication

Attention to detail

Job description

About ZÅ«m:

ZÅ«m is revolutionizing mass mobility with its Connected Mobility Experience (ZÅ«m CMX™) system that connects and coordinates people, vehicles, and operations in real time. In the $50 billion student mobility market – the largest segment of the mass mobility industry – ZÅ«m CMX is transforming a daily source of anxiety and disruption into a reliable, transparent, and efficient mobility experience for students and families. Today, more than 6,500 schools rely on ZÅ«m CMX. Recognized globally for its innovative approach and operational execution, ZÅ«m has been named to Fast Company’s World’s Most Innovative Companies, CNBC Disruptor 50 and Changemakers, the World Economic Forum, and the Financial Times’ Fastest Growing Companies lists. ZÅ«m is backed by leading investors including Sequoia Capital, GIC, TPG, and Softbank.

This position should be a dedicated and proactive member. The Customer Service Liaison should be responsible for managing communications on behalf of student transportation with parents, schools, and drivers to ensure a seamless transportation experience for students and the student transportation division. This role requires strong interpersonal skills, attention to detail, and the ability to handle various customer inquiries and concerns efficiently and at times under stressful conditions.

This position would work primarily out of the Office of Student Transportation daily. However, they would have a split residency.

Responsibilities

• Serve as a point of contact between the Rockford Public Schools Transportation Division and ZÅ«m services. The position will also require them to interact with parents, schools, and drivers regarding transportation-related inquiries and concerns.
• Communicate with parents to provide information on bus routes, schedules, and any service disruptions or changes.
• Coordinate with school administrators to address transportation needs and resolve issues in a timely manner.
• Collaborate with dispatchers and drivers on routes and ensure arrivals and departures on time.
• Handle complaints and feedback from parents professionally and work towards satisfactory resolutions.
• Maintain accurate records of customer interactions and follow up on unresolved issues to ensure customer satisfaction.
• Assist in the coordination of special events requiring transportation services when circumstances require it.
• Provide support during emergencies or incidents involving buses, including communication with relevant parties and assistance in implementing contingency plans as requested.
• Stay up-to-date on company policies, procedures, and transportation regulations to provide accurate information to customers.
• All other duties assigned.

The targeted base salary range for this role is listed in the compensation section below. Actual salary may be above or below this range based on factors such as location, skills, and relevant experience. In addition, this position may include additional compensation in the form of bonus, equity, or commissions. If you are a full-time salaried or hourly worker, we offer the following benefits: Medical, Dental, Vision, 401(k), Holidays, Vacation, and more. The targeted pay range for this role in US: $30–$33 hourly

ZÅ«m Services, Inc. and all its subsidiaries provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.