FirstAlt Client Service Rep II

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 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.
• The main point of contact for clients in regard to routing, student information, school schedules, etc.
• Builds and maintains all routes by building new client quotes, creating and implementing new routes, and consolidating existing routes.
• Build positive client relationships by frequently checking in and following up on questions or concerns they may have.
• Ensure all client communication and requests are being responded to and are completed in a timely manner.
• Regular email communication with clients, and assist with inbound/outbound calls to clients, parents/guardians, students, schools, and drivers.
• Generate and review reports on a daily, weekly, and monthly basis; this can include items such as 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.
• Duties and responsibilities are not limited to the above descriptions and can be modified or changed at the discretion of Management.

Salary - $50,000 - $55,000

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

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 https://(Use the "Apply for this Job" box below). or upon request.