Customer Support Representative

Description:

The successful candidate will support the daily coordination and monitoring of specialized school transportation services, ensuring safe, reliable, and timely transportation for students. This role serves as a key point of communication between drivers, families, schools, and internal teams to help ensure smooth transportation operations.

The ideal candidate is highly organized, customer-focused, and capable of managing multiple priorities in a fast-paced environment while maintaining a professional and solution-oriented approach.

Key Responsibilities

Monitor and coordinate daily transportation operations for assigned routes and trips.
Communicate with drivers throughout the day to provide operational support and resolve trip-related concerns.
Ensure all scheduled trips are assigned, monitored, and completed in a timely and efficient manner.
Coordinate trip adjustments, driver reassignments, and transportation coverage when operational changes occur.
Monitor morning and afternoon dispatch operations to support on-time service delivery.
Assist with onboarding new drivers by guiding them through the onboarding process and required documentation.
Follow up with drivers regarding outstanding onboarding requirements and document updates.
Maintain accurate operational records and update internal systems as required.
Respond professionally to inquiries from drivers, schools, and internal stakeholders.
Escalate operational issues promptly and collaborate with the dispatch and operations teams to achieve timely resolutions.
Support daily scheduling activities while maintaining a high level of accuracy and attention to detail.
Perform multiple operational and administrative tasks simultaneously while meeting deadlines.
Contribute to continuous improvement initiatives that enhance operational efficiency and customer service.

Required Qualifications

Bachelor's degree or equivalent professional experience is preferred.
1–3 years of experience in customer service, dispatch, transportation operations, logistics, or a related field.
Excellent verbal and written communication skills.
Strong organizational and multitasking abilities.
Ability to work efficiently in a fast-paced, time-sensitive environment.
Strong problem-solving and decision-making skills.
Proficiency in Microsoft Office and Google Workspace applications.
Ability to learn and work with dispatch, scheduling, and communication platforms.
Professional, dependable, and customer-service oriented.