Services Representative 1

First Student; Ogden (UT); On-site; USD 17,000 - 19,000; Full time

Job summary

First Student in Ogden, UT seeks a Trip Services Representative 1 to support daily transportation operations by monitoring trips, coordinating coverage, and communicating with drivers, schools, parents and partners.

You will outbound call families and partners, monitor dashboards, manage substitutions, late trips and open trips, and escalate issues to maintain service reliability and timely trip initiation. English proficiency is required.

Qualifications

• English proficiency required to perform communications and documentation.
• Customer service orientation for parent/guardian and partner interactions.
• Ability to monitor operational dashboards and coordinate coverage.

Responsibilities

• Reports to a designated Senior.
• Make outbound calls to parents/guardians, schools, drivers, sub-contractor (TP) companies and customers in the designated area, while providing high level customer service.
• Effectively communicates via telephone, email, and chats with team members.
• Monitor the dashboard throughout the shift to ensure timely awareness and response to service needs; address substitutes, trips not accepted, not started, late trips, and open trips.
• Escalate as needed to maintain service reliability and operational efficiency.
• Conduct timely outbound calls to support trip operations for late trips, substitutes, drivers not on the road, transportation partners, and rescues.

Job description

Trip Services Representative 1 is responsible for supporting daily transportation operations by actively monitoring trips, coordinating coverage, and ensuring timely communication with drivers, schools, parents, and transportation partners. This role plays a critical part in maintaining service reliability, minimizing disruptions, and delivering a high level of customer care.

Major responsibilities

• Reports to a designated Senior.
• Make outbound calls to parents/guardians, schools, drivers, sub-contractor (TP)companies (transportation partners) and customers in the designated assigned specific area, while providing high level customer service and care.
• Effectively communicates via telephone, email, and chats with team members.
• Representatives will continuously monitor the dashboard throughout their shift to ensure timely awareness and response to service needs. The representative will be proactive by reviewing and taking appropriate action on the following trip categories, including but not limited to.
  • Substitutes Needed - Identify and coordinate coverage to ensure trips are fully covered.
  • Trips Not Accepted - Follow up to secure driver acceptance and prevent service gaps.
  • Trips Not Started - Investigate and elevate as needed to ensure timely trip initiation.
  • Late Trips - Monitor delays and communicate updates to minimize service impact.
  • Open Trips - Actively manage and assign open trips to ensure coverage and completion.
• Ensure all issues are addressed in a timely manner, with clear communication and proper escalation when necessary to maintain service reliability and operational efficiency.
• Conduct timely and professional outbound calls to support trip operations, ensure coverage, and address service issues. The representative will be proactive by initiating outbound communication for the following scenarios, including but not limited to:
  • Late Trip Notifications - Notify applicable parties of delays, provide status updates, and document communication.
  • Substitute Notifications - Coordinate with available Transportation Providers/Drivers to secure coverage for unassigned trips.
  • Drivers Not on the Road - Contact drivers who have not started assigned trips to verify status and ensure trips are being serviced.
  • Transportation Partners - Communicate with partners to coordinate trip coverage, updates, and service needs.
  • Rescues - Initiate and manage urgent calls to reassign trips and ensure trips are serviced.
• Ensure all communications are clear, timely, and documented appropriately, with escalation as needed to maintain service reliability and operational efficiency.

Compensation for this role is set at $12 an hour.

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.