Client Services Representative

Full job description

• 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 a 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
• Built and maintained 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, and schools
• 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

Qualifications

• The main point of contact for clients in regard to routing, student information, school schedules, etc.
• Staff will be cross trained with other FirstAlt departments as directed by management

Skills

• Customer service communication and care
• Handling escalated situations with urgency, calmness, and professionalism
• Effective communication via various means
• Generating and reviewing reports
• Managing calendars and scheduling
• Expediting concerns and issues

Benefits

• Drug and alcohol testing for certain positions in Washington State
• Equal opportunity employment
• Drug-free workplace policy

Pay

Not specified

Schedule

Not specified