Service Representative I

Responsibilities

• Act as the main point of contact for clients regarding routing, student information, school schedules, and related inquiries.
• Work with Field Operations to ensure driver compliance is up to date per school district and state standards.
• Manage day-to-day scheduled trips, ensuring trips are started, running on time, completed, and troubleshoot issues requiring immediate attention.
• Effectively communicate via telephone, email, text message, and chat applications with school districts, transportation partners, and team members.
• Provide a high level of customer service and care in all communications.
• Handle escalated situations with urgency, calmness, and professionalism.
• For bilingual roles, meet all expectations in the designated language as outlined.
• Receive incoming client calls with professionalism and care.
• Problem-solve transportation concerns from parents, clients, and transportation partners.
• Successfully navigate multiple computer systems and applications simultaneously.
• Cross-train and assist in other departments or projects at your manager's request, typically between call volume peaks.
• Maintain a detail- and solution-oriented approach while working in a team environment.

Duties and responsibilities are not limited to the above descriptions and may be modified or changed at the discretion of Management.

Requirements

• English proficiency is required for this role, as federal, state, and local regulations (including U.S. Department of Transportation standards) mandate that training, safety communications, company policies, employment documents, and other job-related communications be conducted in English.
• For bilingual roles, proficiency in the designated language is required.

In the state of Washington, all technician and driving positions, including but not limited to van drivers and any other role requiring employees to drive a company-owned vehicle, are considered safety-sensitive and subject to drug and alcohol testing, including cannabis.