Transportation Administrative and Customer Service Specialist

About the role

Provides front-line transportation customer service, ticket coordination, administrative support, records management, routine daily operations support, and substitute van driving. The position receives and organizes service requests, communicates established decisions, maintains required records, coordinates routine driver, vehicle, activity-trip, and specialized transportation information, and serves as the primary substitute driver for district-operated van routes and other Type III transportation needs. The position applies established procedures, resolves routine matters within defined authority, and escalates technical routing, safety, personnel, policy, and significant service concerns to the appropriate Coordinator or Transportation Supervisor.

Responsibilities

• Manage the transportation phone line, email, and help-ticket system; receive, categorize, document, track, follow up on, and close requests.
• Gather missing information, answer routine family and staff questions, explain published transportation guidelines, and provide basic assistance with MyRide and other transportation resources.
• Receive stop-change and service requests, confirm completeness, route matters for technical review, and communicate routine decisions made by the appropriate Coordinator or Supervisor.
• Maintain a tracking system for outstanding requests and follow-up items; identify overdue, unresolved, recurring, or nonroutine concerns for escalation.
• Remain calm, professional, and solution-focused when managing a high volume of calls and communications from frustrated families; de-escalate concerns, communicate clearly, and identify matters requiring escalation.
• Receive driver absence notices, identify available coverage, communicate daily assignments established by the Supervisor, and refer unresolved coverage problems to the Transportation Supervisor.
• Communicate routine student and route changes to drivers, monitor service, and respond to routine delays and operational questions within established procedures.
• Coordinate district vehicle assignments and track inspection, maintenance, readiness, fuel, mileage, attendance, and service information.
• Serve as the primary substitute driver for district-operated van routes and provide additional Type III transportation as assigned.
• Safely transport students and staff; conduct required pre-trip and post-trip inspections; maintain required records; and follow District, state, and federal transportation requirements.
• Provide routine administrative support to the Transportation Supervisor and Transportation Coordinators.
• Maintain department files, routine transportation data, route rosters, reports, correspondence, calendars, deadlines, forms, and records-retention practices.
• Maintain driver qualification, training, and Type III documentation under Transportation Supervisor oversight and flag missing or expired documentation.
• Complete transportation-system data entry and prepare and distribute route sheets, rosters, maps, driver information, and other materials after eligibility or routing decisions have been made.
• Process invoice documentation, nonpublic reimbursement records, and routine administrative support for state transportation reporting.
• Provide administrative support to the Transportation Supervisor, Router and Operations Specialist, and Specialized Services Coordinator.
• Maintain required supplies, documentation, and safety equipment for the department and district-operated vans
• Provide additional support during high-volume summer and start-of-year operations.
• Process routine activity-trip requests, maintain trip information and records, and coordinate routine vendor scheduling within established procedures.
• Provide routine administrative support for specialized education, homeless