Services Representative 1

Major Responsibilities

• Reports to a designated Senior.
• Make outbound calls to parents/guardians, schools, drivers, sub-contractor companies (transportation partners), and customers in the designated assigned specific area, while providing high level customer service and care.
• Effectively communicates via telephone, email, and chats with team members.
• Continuously monitor the dashboard throughout their shift to ensure timely awareness and response to service needs.
• Proactively review and take appropriate action on the following trip categories:
• Substitutes Needed - Identify and coordinate coverage to ensure trips are fully covered.
• Trips Not Accepted - Follow up to secure driver acceptance and prevent service gaps.
• Trips Not Started - Investigate and escalate as needed to ensure timely trip initiation.
• Late Trips - Monitor delays and communicate updates to minimize service impact.
• Open Trips - Actively manage and assign open trips to ensure coverage and completion.
• Ensure all issues are addressed in a timely manner, with clear communication and proper escalation when necessary to maintain service reliability and operational efficiency.
• Conduct timely and professional outbound calls to support trip operations, ensure coverage, and address service issues.
• Late Trip Notifications - Notify applicable parties of delays, provide status updates, and document communication.
• Substitute Notifications - Coordinate with available Transportation Providers/Drivers to secure coverage for unassigned trips.
• Drivers Not on the Road - Contact drivers who have not started assigned trips to verify status and ensure trips are being serviced.
• Transportation Partners - Communicate with partners to coordinate trip coverage, updates, and service needs.
• Rescues - Initiate and manage urgent calls to reassign trips and ensure trips are serviced.
• Ensure all communications are clear, timely, and documented appropriately, with escalation as needed to maintain service reliability and operational efficiency.

Compensation

Compensation for this role is set at $12 an hour.

Language Requirement

This role requires English proficiency.

Federal, state, and local requirements

Requirements include U.S. Department of Transportation (DOT) regulations, training, safety communications, company policies, employment documents, and other job-related communications conducted in English.

About the Role

First Student is a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day!

Qualifications

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Benefits

First is also committed to providing a drug-free workplace. First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Ordinance, and any other fair chance law.

Schedule

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