Customer Service Liaison

Lever, Inc.; Rockford (IL); Hybrid; USD 41,000 - 45,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Holidays

Vacation

Job summary

Zūm Services, Inc. in Rockford, IL is seeking a dedicated Customer Service Liaison to manage communications between parents, schools and drivers, ensuring a seamless student transportation experience. The role requires strong interpersonal skills, attention to detail, and the ability to handle inquiries under pressure.

It is primarily office-based with a split residency. You will coordinate routes, schedules, disruptions, emergencies, and maintain accurate records while upholding company

Qualifications

• Experience in customer service or liaison roles.
• Strong interpersonal and communication skills.
• Attention to detail and problem-solving under pressure.

Responsibilities

• Serve as a single point of contact between parents, schools and drivers regarding transportation inquiries.
• Provide information on bus routes, schedules, and service disruptions.
• Coordinate with school administrators to address transportation needs and resolve issues promptly.
• Collaborate with dispatchers and drivers on routes and on-time arrivals.
• Manage complaints professionally and pursue satisfactory resolutions.
• Maintain accurate records of customer interactions and follow up on unresolved issues.
• Assist in coordinating transportation for special events when needed.
• Support in emergencies or incidents involving buses and communicate with relevant parties.

Skills

Customer service

Communication

Job description

About Zūm:

Zūm is revolutionizing mass mobility with its Connected Mobility Experience (Zūm 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 – Zūm 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 Zūm CMX. Recognized globally for its innovative approach and operational execution, Zūm 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. Zūm is backed by leading investors including Sequoia Capital, GIC, TPG, and Softbank.

About the Role

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 Zūm 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.

$30 - $33 an hour

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

Zūm 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.