Services Representative II

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 communication and care.
• 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.
• Demonstrate detail and solution-oriented teamwork.

Duties and responsibilities are not limited to the above and may be modified or changed at management's discretion.

Requirements

• English proficiency is required for this role, as federal, state, and local regulations (including U.S. Department of Transportation standards) mandate training, safety communications, company policies, and employment documents be conducted in English.
• In Washington state, all technician and driving positions, including van drivers and any role requiring operation of a company-owned vehicle, are considered safety-sensitive and subject to drug and alcohol testing, including cannabis.