Operations + Customer Service Associate

Break Shuttle has successfully provided safe and reliable academic break transportation at colleges and universities throughout New England, the Midwest, Mid-Atlantic, the South, and Texas. In 2017, Break Shuttle became a part of Wells + Associates, a transportation consulting firm that has been involved in planning and improving transportation systems in college communities for more than two decades.

Many college students have limited options to travel home and back to school during academic breaks. Families with students who don’t live near campus know the frustration of last‑minute rides with friends, bus and train stations and airports that are too far away, and long, tiring drives (many times provided by busy parents) to get home and back to campus.

Break Shuttle brings a trusted shared mobility solution to college campuses by providing direct, reliable, safe, and affordable transportation during academic breaks. With Break Shuttle, universities make their campuses more accessible and help families reduce the financial and logistical stress of having a child in college.

• We contract with transportation companies across the United States.
• We work with schools to develop unique routes that match the needs of their students.
• We sell tickets through our website.
• We communicate with customers and potential customers through email, social media platforms, and by telephone.

The Operations + Customer Service Associate will be responsible for assisting customers with issues and maintaining a high customer satisfaction level (our customers are a mix of both students and parents). This involves answering calls and emails from our customer base and addressing issues and concerns with their travel experience and our company. The Operations + Customer Service Associate will also be involved with the planning, contracting, and support of the transportation services we provide.

This includes:

• Planning routes and stop locations
• Communicating with contracted transportation companies and university administrators
• Using our ecommerce platform (Shopify) to update trips for sale, monitor capacity and create reports
• Maintaining and utilizing our connected applications (Shopify, Mail Chimp, and Zendesk) to communicate with passengers before and during travel times
• Communicating with the W+A accounting team to make sure invoices are paid on time
• Communicating with the W+A/Break Shuttle marketing team as necessary

A start up mentality

Break Shuttle is a startup company within an established consulting firm that is in its 26th year of serving clients nationwide. You need to show up to work with a get‑stuff‑done attitude and an understanding that no work that needs to be done is above or below you. While our company culture is friendly, we are hyper focused on growing the Break Shuttle business and building the operations and customer service infrastructure necessary to sustain it.

A drive for success and growth

Break Shuttle is in a period of rapid growth and success in this position will be fundamental to the short, mid, and long‑term goals of the company. While there are established responsibilities of the job starting on day 1 and plenty of executive support, the possibilities for professional growth are real. We are looking for someone to “own” it and “run” with it.

Strong values and work ethic

Break Shuttle provides an important service to students and families and has a strong social media presence. It is critical that we maintain absolute integrity in our business dealings and focus on the safety of our customers. You will have the full support of an employee‑owned, award‑winning transportation firm and you will be a valuable member of that team.

Be comfortable and professional speaking…