FirstAlt Client Service Rep II

Responsibilities

• Act as the main point of contact for clients regarding 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 day‑to‑day scheduled trips, ensuring trips are started, run on time, completed, and troubleshoot trips that require immediate attention.
• Effectively communicate via telephone, email, text message, and chat applications with school districts, transportation partners, and team members.
• Handle escalated situations with a sense of urgency, calmness, and professionalism.
• When applicable, agents assigned to bilingual speaking roles must meet all expectations in their designated language.
• Build and maintain all routes, create new client quotes, implement new routes, and consolidate existing routes.
• Build positive client relationships by frequently checking in and following up on questions or concerns.
• Ensure all client communications and requests are responded to and completed in a timely manner.
• Assist with inbound/outbound calls to clients, parents/guardians, students, schools, and drivers.
• Generate and review reports on a daily, weekly, and monthly basis, including daily trip count, trip details, billing concerns/questions, incident/accident reports, etc.
• Maintain calendar adjustments including weather delays, holidays, minimum releases, etc.
• Expedite concerns and issues to the appropriate team.
• Staff will be cross‑trained with other First Alt departments as directed by management.
• Perform any additional duties as assigned, as the job description is not limited to the above.

Salary: $50,000 - $55,000

First Student is a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers each day. Our family of brands includes Transco, Total Transportation, Maggies Paratransit, and GVC II.

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 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 can be obtained at https://(Use the "Apply for this Job" box below)..

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.

Safety is at the heart of everything we do.

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

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

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

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