Technology and Dispatch Representative

Overview

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.

Responsibilities

• 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.
• 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.
• Receive incoming Clients calls with a high level of professionalism and care.
• Solve transportation concerns from parents, clients, and Transportation Partners.
• Successfully navigate multiple computer systems and applications simultaneously.
• When applicable, Agents assigned to bilingual speaking roles will be required to meet all expectations in their designated language as outlined in this document.
• Ability to cross-train and assist in other departments or projects at your manager's request. This would typically be done between call volume peaks.
• Handle escalated situations with a sense of urgency, calmness, and professionalism.
• Detail and solution orientated while being part of a team environment.

Qualifications

This position requires a high level of customer service communication and care. Duties and responsibilities are not limited to above descriptions and can be modified or changed at the discretion of Management.

Benefits

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. 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. First is also committed to providing a drug-free workplace.