Customer Service Operations Associate

Job Description

Job Description

Customer Service & Operations Associate

Michael’s Transportation Service, Inc. (MTS)

Location: Watsonville, CA

Department: Operations

Employment Type: Full-Time

Reports To: Operations Manager

Join Our Watsonville Operations Team

Michael’s Transportation Service, Inc. (MTS) is seeking a highly motivated, organized, and people-focused Customer Service Operations Associate to join our Watsonville terminal.

This is a hands-on operations position for someone who enjoys working with people, solving problems, supporting employees, serving customers, and helping keep a fast-paced transportation operation moving successfully.

This is not solely an administrative or customer service position. The successful candidate must be visible, engaged, responsive, comfortable working directly with drivers and frontline personnel, and willing to take an active role in the day-to-day operation of the terminal.

What You’ll Do

In this role, you will work closely with the Operations Manager and other MTS leaders to:

• Support the daily coordination of terminal operations, including driver assignments
• schedule changes, trip coverage, call-outs, and service needs.
• Maintain a visible presence with drivers and frontline personnel and help strengthen employee communication, engagement, and retention.
• Serve as an accessible point of contact for drivers regarding assignments, schedules, operational questions, and concerns.
• Reinforce company expectations related to safety, attendance, professionalism, communication, customer service, and accountability.
• Help onboard new drivers and support their successful transition into the Watsonville operation.
• Review and maintain driver logs, timesheets, trip sheets, DVIRs, mileage records, and other required operational documentation.
• Follow up on missing, incomplete, inaccurate, or late documentation and help improve overall compliance.
• Provide professional, responsive customer service to school districts, customers, community partners, employees, and other stakeholders.
• Build and maintain strong customer relationships while helping identify additional transportation needs and service opportunities.
• Respond to telephone calls, emails, service requests, concerns, and operational inquiries and ensure appropriate follow-through.
• Support MTS Training Academy (MTSTA) as needed, including trainee communication, scheduling, documentation, Zoom training sessions, and the transition of qualified trainees into MTS employment.
• Provide leadership support in the Operations Manager’s absence or as assigned.

These responsibilities reflect the operational, driver-support, compliance, customer-service, and Training Academy functions outlined in the full position description.

We’re Looking for Someone Who

Can take ownership, communicate proactively, follow through, and remain solutions-focused when operational challenges arise. The right person will understand that effective leadership means being present and engaged—not simply working from behind a desk.

Required qualifications include :

• High school diploma or equivalent.
• Strong customer service, interpersonal, and communication skills.
• Demonstrated ability to lead, influence, organize, and follow through.
• Strong attention to detail and recordkeeping skills.
• Ability to manage multiple priorities in a fast-paced transportation environment.
• Professional communication skills with employees, drivers, customers, trainees, school personnel, and management.
• Strong computer skills, including email, Microsoft Office applications, Zoom, and the ability to learn company systems.
• Ability to appropriately handle confidential information.
• Ability to work independently while remaining accountable to management and company leadership.
• Willingness and ability to obtain the required California School Bus credential.
• Previous experience in transportation, school transportation, dispatch, operations, logistics, customer service, employee supervision, scheduling, regulatory compliance, or working with commercial drivers is preferred.

California School Bus Driver Credential Required

A key component of this position is developing a comprehensive, hands-on understanding of school bus…