Customer Service Liaison

This position should be a dedicated and proactive member. The Customer Service Liaison should be responsible for managing communications on behalf of student transportation with parents, schools, and drivers to ensure a seamless transportation experience for students and the student transportation division. This role requires strong interpersonal skills, attention to detail, and the ability to handle various customer inquiries and concerns efficiently and at times under stressful conditions.

This position would work primarily out of the Office of Student Transportation daily. However, they would have a split residency.

Responsibilities

• Serve as a point of contact between the Rockford Public Schools Transportation Division and Zūm services. The position will also require them to interact with parents, schools, and drivers regarding transportation-related inquiries and concerns.
• Communicate with parents to provide information on bus routes, schedules, and any service disruptions or changes.
• Coordinate with school administrators to address transportation needs and resolve issues in a timely manner.
• Collaborate with dispatchers and drivers on routes and ensure arrivals and departures on time.
• Handle complaints and feedback from parents professionally and work towards satisfactory resolutions.
• Maintain accurate records of customer interactions and follow up on unresolved issues to ensure customer satisfaction.
• Assist in the coordination of special events requiring transportation services when circumstances require it.
• Provide support during emergencies or incidents involving buses, including communication with relevant parties and assistance in implementing contingency plans as requested.
• Stay up-to-date on company policies, procedures, and transportation regulations to provide accurate information to customers.
• All other duties assigned.