Transportation Service Representative

JOB SUMMARY

The Transportation Service Representative serves as a critical liaison between the HISD Transportation Department and the broader school community, ensuring responsive, professional, and accurate communication in support of student transportation. In alignment with HISD’s commitment to operational excellence and service to schools, this position provides frontline customer service to parents, school administrators, transportation staff, and vendors, resolving concerns and facilitating timely, student-centered transportation services.

By supporting day-to-day operations and contributing to continuous improvement efforts, the Transportation Service Representative helps maintain a culture of collaboration, accountability, and responsiveness that strengthens the district’s overall transportation experience.

MAJOR DUTIES & RESPONSIBILITIES

1.    Oversee daily office operations, ensuring that transportation terminals maintain necessary supplies, equipment, and facilities for uninterrupted service and staff productivity.
2.    Serve as the primary point of contact for families, campus leaders, and drivers, providing timely responses and proactive solutions to transportation inquiries and service requests.
3,    Respond professionally to phone, email, and in-person inquiries, demonstrating excellent customer service, empathy, and efficiency in all stakeholder interactions.
4.    Investigate and resolve service-related concerns, including delays, safety complaints, and rider issues, while escalating high-priority matters when necessary.
5.    Communicate service updates clearly and promptly, including delays, reroutes, or changes in bus assignments, in coordination with the routing team and operations staff.
6.    Assist in the development and adjustment of bus routes, contributing to efficient and policy-compliant scheduling in support of campus needs.
 

MAJOR DUTIES & RESPONSIBILITIES CONTINUED

7.    Maintain accurate transportation records, including ridership updates, special accommodations, and schedule changes, ensuring real-time alignment with routing and dispatch teams.
8.    Support the implementation of safety protocols and customer service expectations, reinforcing training content among drivers and monitors and helping promote a positive rider experience.
9.      Log and track transportation requests, complaints, and resolutions, generating service reports to identify
  trends and support data-informed decision-making.
10.    Assist in coordinating field trip transportation and special events, ensuring effective planning, scheduling, and communication with all stakeholders involved.
11.    Support onboarding efforts by preparing resources for new employees and ensuring they have access to transportation systems, schedules, and operational information.
12.    Accurately track and input employee work hours into the district’s timekeeping system in accordance with payroll policies and timelines.
13.    Foster a positive and collaborative office culture, promoting effective communication, shared accountability, and responsiveness to both internal and external stakeholders.
14.    Perform other job-related duties as assigned, contributing to the Transportation Department’s commitment to providing safe, reliable, and student-centered services.
 

EDUCATION

High School Diploma or GED, Bachelor's Degree Preferred    

WORK EXPERIENCE

1-3 years proven experience in an administrative role, preferably in an office setting.
Commercial Driver’s License (CDL), strong preferred    

SKILL AND/OR REQUIRED LICENSING/CERTIFICATION

1-3 years proven experience in an administrative role, preferably in an office setting.
Commercial Driver’s License (CDL), strong preferred    
    TYPE OF SKILL AND/OR REQUIRED LICENSING/CERTIFICATION
Proven experience in an administrative or office support role, with strong organizational and multitasking abilities.
Proficiency in using office software, including word processing, spreadsheet, and presentation tools.
Excellent verbal and written communication skills, with a customer-service-oriented approach.
Strong attention to detail and accuracy in completing tasks.
Ability to prioritize tasks and meet deadlines in a fast-paced environment.
Professional demeanor and ability to maintain confidentiality.
Strong interpersonal skills, with the ability to interact effectively with employees, visitors, and external stakeholders.
Knowledge of office management principles and procedures.
Familiarity with basic HR processes and procedures is desirable.
Ability to adapt to changing priorities and handle unexpected situations.
Positive attitude and willingness to contribute to a positive work environment.    

LEADERSHIP RESPONSIBILITIES

No supervisory or direct people management responsibilities. May provide occasional work guidance, technical advice and training to staff.

WORK COMPLEXITY/INDEPENDENT JUDGMENT

Work and tasks are often straightforward, routine, structured and guided by established policies and procedures. Little, if any, independent judgment is required, outside of making basic choices in the selection and application of established methods. The job receives frequent, ongoing supervision.

BUDGET AUTHORITY

No budget development activity is required.

PROBLEM SOLVING

Decisions are made on routine matters affecting few individuals and usually within the confines of the job's own department. Specific job activities and results are typically reviewed closely.  There are limited requirements for developing new ideas or changes in methods, procedures, or services.

IMPACT OF DECISIONS

Follows rules and procedures. Decisions can have minimal or no impact to HISD. Errors can be readily detected, usually by the employee, and, if made, would result in minor expense for correction.    

COMMUNICATION/INTERACTIONS

Basic communication - very little communication required such as receiving basic instructions.  Interactions are mostly with customers, own supervisor, and co-workers in own department.

CUSTOMER RELATIONSHIPS

Follows through with customer inquiries, requests, and complaints. Forwards difficult and non-routine inquiries or requests to appropriate level for resolution.    

WORKING/ENVIRONMENTAL CONDITIONS

Work is normally performed in a typical interior work environment, which does not subject the employee to any hazardous or unpleasant elements. 
•    Valid Texas driver’s license with applicable insurance coverage. 
•    Tools/Equipment Used: Standard office equipment, including personal computer and peripherals 
•    Posture: Prolonged sitting; occasional bending/stooping, pushing/pulling, and twisting 
•    Motion: Repetitive hand motions including frequent keyboarding and use of mouse; occasional reaching 
•    Ability to carry and/or lift up to 15 pounds.
•    Environment: Prolonged or irregular hours, including some weekends; frequent districtwide travel 
•    Mental Demands: Work with frequent interruptions, maintain emotional control under stress, fast-paced