Services Representative II

• 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.

• 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.

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.

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…