Services Representative II

First Student, Inc.; Houston (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

First Student, Inc. in Houston is seeking a customer-focused dispatcher to serve as the primary contact for school districts, parents, and transportation partners. You will manage daily trips, monitor on-time performance, and troubleshoot issues to keep routes running smoothly.

This role requires strong English communication, calm professionalism, and the ability to navigate multiple systems. Bilingual abilities and prior transportation coordination experience are a plus, with a focus on safety

Qualifications

• English proficiency required for DOT-regulated communication.
• Experience handling client calls and coordinating transportation.
• Ability to manage schedules and troubleshoot transportation issues while maintaining composure.

Responsibilities

• Act as the main point of contact for clients regarding routing, student information, and school schedules.
• Work with Field Operations to ensure driver compliance with district and state standards.
• Manage day-to-day scheduled trips, ensure trips are started, on time, and completed; troubleshoot issues promptly.
• Communicate effectively via telephone, email, text, and chat with school districts, transportation partners and team members.
• Handle escalated situations with urgency, calmness, and professionalism.
• Support bilingual roles as required by language designation.
• Receive incoming client calls with professionalism and care.
• Problem-solve transportation concerns from parents, clients, and Transportation Partners.
• Navigate multiple computer systems and applications simultaneously.
• Cross-train and assist in other departments as needed.

Skills

Customer service

Communication

English proficiency

Multitasking

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.