Service Representative I

First Student, Inc.; Houston (TX); On-site; USD 42,000 - 52,000; Full time

Job summary

First Student is seeking a customer service-focused professional to act as the primary contact for routing, scheduling, and student information. You will work with Field Operations to ensure driver compliance and manage daily trips, communicating with school districts and partners across multiple channels.

English proficiency is required, and bilingual agents may be needed for designated languages. The role includes potential cross-training in other departments and may be adjusted by management

Qualifications

• English proficiency required for all communications.

Responsibilities

• Act as main contact for clients regarding routing and schedules.
• Coordinate with Field Operations to ensure driver compliance.
• Manage daily scheduled trips, ensure on-time starts and troubleshoot issues.
• Communicate with school districts, transportation partners and team via phone, email, text and chat.
• Handle escalated situations with urgency, calmness, and professionalism.
• When applicable, bilingual agents meet language expectations as outlined.
• Cross-train and assist in other departments upon manager request.
• Duties may be modified at management discretion.

Skills

Customer service

Communication skills

Bilingual English/Spanish

Problem-solving

Multi-tasking

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.

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.