Customer Service Representative

 

Description:

The Customer Service Representative (CSR) – Dispatch Coordinator plays a critical role in ensuring smooth and efficient transportation operations for students and families.

This position serves as a central point of communication between drivers, schools, parents, and internal teams while monitoring transportation activities in real time. The successful candidate will help maintain service reliability, support driver operations, resolve issues promptly, and contribute to an exceptional customer experience.

 

The ideal candidate is organized, detail-oriented, proactive, and capable of handling multiple responsibilities while maintaining professionalism under pressure.

 

Key Responsibilities

 

Transportation Operations & Dispatch Coordination

Monitor daily transportation operations and scheduled trips in real time.

Ensure routes and trips are properly assigned and completed according to operational requirements.

Track driver activity and provide ongoing support throughout the service day.

Coordinate trip modifications, route adjustments, and driver reassignments when operational changes occur.

 

Support dispatch activities to maintain service reliability and operational efficiency.

Assist with transportation coverage planning and service continuity.

 

Customer Service & Communication

Serve as a primary point of contact for drivers, schools, parents, and internal stakeholders.

Respond to inquiries professionally, accurately, and promptly.

Provide timely updates regarding transportation schedules and operational changes.

Handle service-related concerns and assist with issue resolution.

Maintain a customer-first approach in all interactions.

 

Driver Support & Onboarding

Assist new drivers throughout the onboarding process.

Guide drivers regarding required documentation and compliance requirements.

Follow up on outstanding onboarding items and profile updates.

Support driver engagement and operational readiness initiatives.

 

Administrative & Operational Support

Maintain accurate records, reports, and operational documentation.

Update internal systems and databases with a high level of accuracy.

Monitor service metrics and escalate operational issues when necessary.

Collaborate with dispatch, operations, and management teams to improve workflows and service quality.

Support process improvement initiatives and operational excellence programs.

 

Required Qualifications

 

Bachelor's degree or equivalent professional experience preferred.

1–3 years of experience in Customer Service, Dispatch Operations, Logistics, Transportation Coordination, Operations Support, or a related field.

Strong verbal and written English communication skills.

Excellent interpersonal and customer service skills.

Ability to multitask and prioritize effectively in a fast-paced environment.

Strong analytical and problem-solving abilities.

High attention to detail and organizational skills.

Professional attitude with a solution-oriented mindset.

Comfortable working with technology, software platforms, and operational systems.

Ability to work independently and collaboratively within a team environment.