Customer Service Associate
EverDriven is the nation’s leading provider of alternative student transportation, partnering with school districts to serve students who need it most—including those experiencing homelessness, living with disabilities, or outside traditional bus routes. Our tech-enabled, human-led model helps remove barriers to learning through safe, reliable transportation.
About the role
As a Customer Service Associate, you’ll serve as a critical connection between families, school districts, drivers, and transportation providers. You’ll help resolve transportation issues, answer questions, coordinate support, and provide exceptional service during both routine and urgent situations.
Responsibilities
- Answer incoming calls, emails, and messages from parents, school districts, drivers, and transportation providers
- Deliver exceptional customer service while resolving transportation-related questions and concerns
- Coordinate transportation support and dispatch activities as needed
- Accurately document customer interactions and service issues in company systems
- De-escalate customer concerns and work toward timely resolution
- Support customers during service disruptions, delays, and urgent transportation situations
- Utilize mapping, routing, and transportation software to support daily operations
- Collaborate with internal teams to ensure service commitments are met
- Maintain confidentiality and handle sensitive information appropriately
- Assist with special projects and cross-functional initiatives as assigned
Requirements
- High school diploma or equivalent
- Minimum of one (1) year of customer service experience
- Experience working in a remote environment
- Strong verbal and written communication skills
- Ability to navigate multiple computer systems and applications simultaneously
- Strong problem-solving and conflict-resolution skills
- Ability to remain calm, professional, and empathetic during stressful situations
- Strong attention to detail and organizational skills
- Ability to work independently while contributing to a collaborative team environment
Qualifications
- Experience in a call center, dispatch, transportation, logistics, healthcare scheduling, or customer support environment
- Experience using CRM, ticketing, or customer support platforms
- Experience supporting customers in a fast-paced operational environment
- Bilingual language skills are a plus
Skills
Successful team members consistently:
- Deliver positive customer experiences
- Meet attendance and reliability expectations
- Maintain accurate documentation and case management
- Resolve customer issues efficiently and accurately
- Adapt to changing priorities in a fast-paced environment
- Contribute to team and department performance goals
Remote Work Requirements
- Dedicated workspace free from distractions
- Reliable high-speed internet connection
- Ability to work independently in a remote environment
- Comfortable communicating through phone, email, chat, and collaboration tools
Ideal Candidate Traits
- Customer-focused and empathetic
- Adaptable and resilient
- Detail-oriented and accountable
- Resourceful problem solver
- Collaborative team player
- Comfortable working in a fast-paced environment
Schedule
Hours of Operation: Monday – Friday, 5:00 AM EST – 10:00 PM EST
Assigned schedules will vary based on business needs and may fall anywhere within these operating hours. Candidates must be available to work a consistent schedule within these hours and may be required to work different shifts as operational needs evolve.
Physical Requirements
- Ability to sit or stand for extended periods while working on a computer
- Ability to communicate effectively through phone, video, and written channels
- Ability to perform the essential functions of the position with or without reasonable accommodation