Services Representative II

FIRST MANAGEMENT SERVICES LLC; Houston (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

FIRST MANAGEMENT SERVICES LLC is seeking a client-focused coordinator to manage routing, student information, and school schedules. You will work with Field Operations to ensure driver compliance and oversee day-to-day trips, ensuring on-time starts, smooth operations, and prompt problem resolution.

Communication with districts and partners will be via phone, email, text, and chat. The role emphasizes high-level customer service, urgency, calmness, and professionalism, with bilingual

Qualifications

• This role requires English proficiency.

Responsibilities

• Act as the main point of contact for clients regarding routing, student information, and schedules.
• Manage day-to-day scheduled trips to ensure they start, run on time, and are completed; troubleshoot as needed.
• Communicate with school districts, transportation partners, and team members via phone, email, text, and chat.
• Handle escalated situations with urgency, calmness, and professionalism; follow designated language expectations where applicable.
• Cross-train and assist in other departments as requested by management.

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.

MISSION

Provide unmatched care and the safest ride to school, so when students arrive, they start and end their day with an exceptional experience and are ready to achieve their full potential.

FOCUS ON SAFETY

Safety is at the heart of everything we do

CARE FOR OUR STUDENTS

Ensure our vehicles are welcoming and trusted places where students feel comfortable and secure

SURPASS CUSTOMER EXPECTATIONS

Go the extra mile to deliver an extraordinary experience for our customers and communities

FOSTER TEAMWORK

Work together, act with integrity, respect each other, champion diversity and inclusion

SET THE HIGHEST STANDARDS

Continually seek a better way to do things with innovation, sustainable practices, financial discipline, commercial excellence, and operational excellence