First things First: Who are we?

Twice the size of our next largest competitor, First Student is the leading school transportation solutions provider in North America. Every day, we complete 5 million student journeys, moving more passengers than all U.S. airlines combined. With a team of highly trained drivers and the industry’s strongest safety record, First Student delivers reliable, quality services including full-service transportation and management, special-needs transportation, route optimization, and scheduling, maintenance, and charter services for 1,100 school district contracts.

As part of the region’s customer success team, the Customer Engagement Liaison is responsible for building and maintaining relationships with 1) district personnel to ensure the delivery of consistent, sustainable service, and 2) local influencers to raise awareness for First Student’s services to generate advocacy and revenue. The Customer Engagement Liaison will partner closely with the operation leaders to deliver on contractual agreements, including the CTTE Student Training Program partnership. This role is the point of contact for the customer for any inquiries, concerns, or requests. This position reports to the Area General Manager/District Manager and works closely with our Shelby County/First Student Location Manager to successfully deliver on our contract.

• Partner closely on a day-to-day basis with the customer to respond to inquiries, concerns, and requests regarding services. With the customer feedback, this role will work to continue to improve services and correct any root causes of issues and strengthen the customer relationship. All requests and issues from customers should be recorded, and tracked as details of actions taken, if needed, through this role.

• Proactively work with Operations by supporting startup and ongoing operations in a communication/customer manager role. The focus will be on building strong relationships with district personnel and school administrators (principals, etc.).

• Conduct regular meetings with school personnel. The goal is to meet with each individual school principal (and key staff) a set number of times per year to understand and address service needs and issues.

• Strategize, plan, and execute on customer and community engagement plans to achieve outreach goals. Maintain annual event calendar and track success and ROI for each event.

• Outreach to develop and maintain relationships with local community influencers, such as local agencies, county and city officials, cultural leaders and influencers, non-customer districts/prospects, and others TBD.

• Organize, attend, and participate in special events and promotions advocating First Student. Along with the location manager, act as prima

Qualifications

• Bachelor’s degree in Marketing, English, Journalism, Communications, or a related field required.
• 5 Years of Customer Engagement Experience
• Excellent writing skills, with a strong orientation to detail and service.
• Advanced knowledge of word processing, spreadsheet, and presentation software.
• Project management experience is strongly preferred
• Ability to exercise independent thinking with a high level of prioritization skills
• Strong customer relations skills
• Ability to generate creative ideas, meet multiple deadlines, and work independently.
• Knowledge of business and management principles.
• Some travel may be required

First for a Reason

Benefits

We offer competitive compensation and benefits (which vary based on role, location, and business), including physical and mental health initiatives, medical/dental/vision, 401(k), and paid holiday/vacation.

Professional Advancement

Start here. Go far. We believe in promoting from within which means tremendous opportunities for you, thanks to our strong presence across North America. In addition, our 18-month Aspiring Manager Program prepares future leaders at First Student or First Transit.

Extensive Training

Build skills and knowledge in such areas as safety and security, injury prevention, technology and equipment, and job efficiency.

Diversity & Inclusion

Because we’re stronger together, we aspire to have a culture where all people are First. We’re committed to providing an inclusive and diverse working environment for everyone every day.

Community Service & Impact

Go where opportunity meets community. Our customers are at the heart of everything we do. As the face of First Student, First Transit and First Vehicle Services in your community, you’ll have a positive impact on others.

About First America

First America is the largest passenger transportation company in North America, we provide passenger transport and maintenance services to municipalities, school districts and the general public in the U.S. and Canada. Our 4.8 billion operation is headquartered in Cincinnati, OH and employs more than 96,000 employees at 1,200 locations in 38 states and 7 Canadian provinces.

Apply today and get your career on the road with First Student!

We aspire to have a culture where all people are First. We strive to attract and retain a diverse workforce therefore all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. For candidates applying to positions in San Francisco or Los Angeles California, First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance or Los Angeles Fair Chance Ordinance. First is an equal opportunity employer and by doing so we will sustain and promote an inclusive culture that supports future growth for all.