Customer Support

• Maintains and improves relationships with transportation customers to include school district transportation teams and school bus operators by providing support, information, and punctual responses to customer requests
• Works closely with Field Service to ensure timely and accurate execution
• Monitors and reports to the customer on fleet performance by monitoring dashboards and gathering feedback from clients
• Ensures accuracy of customer scorecard metrics and escalates concerns appropriately
• Assists with data mining and reporting general customer account information
• Owns transportation and operator customer meeting setups and agenda
• Identifies breakdowns and best practices for Bus Drivers and provides training with examples to make sure safety best practices are in place
• Facilitates Service/Replacement Order process for all company products
• Identifies opportunities for service and support process improvements
• Ensures refresh installation and maintenance are up to the highest standards. Sets the Servicing agenda for fleets under management for a rolling 2-week period
• Creates wide ranging campaigns to upgrade, improve, and remediate BusPatrol hardware
• Ensure Fleet data quality is pristine across all systems
• Partners with project management, field services, and IT to maintain quality standards, and alerts field services to trends that may require intervention from the team.
• Performs root cause analysis to troubleshoot issues and provide resolution (5 why, 8D, fishbone/ Ishikawa, poka-yoke).

Customer Experience Manager

Customer Service Support Representative – Client Billing

Licensed Customer Service Representative

Bilingual Licensed Customer Service Representative

Lead Customer Support Associate

Customer Service Representative