Client Services Representative

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.
• Builds and maintains all routes 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, but also 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.
• Expediting concerns and issues to the appropriate team.
• Staff will be cross trained with other FirstAlt departments as directed by management.
• Duties and responsibilities are not limited to above descriptions and can be modified or changed at the discretion of Management.

Pay

Compensation ranges from $55,000 - $60,000 depending on experience.