Customer Service Associate

Job Description

Job Description

EverDriven is the nation's leading provider of alternative student transportation, partnering with school districts to serve students who need it most—including those experiencing homelessness, living with disabilities, or outside traditional bus routes. Our tech-enabled, human-led model helps remove barriers to learning through safe, reliable transportation.

Since 2006, we've helped organizations solve complex transportation challenges through strong partnerships, dependable service, and a people-first approach. Guided by integrity, ownership, and collaboration, we move with urgency, lead with data, and never settle. Our success is driven by people who bring curiosity, accountability, and a commitment to continuous growth.

Customer Service Associate (Remote US)Help Students Get Where They Need to Be

At EverDriven, we help ensure students have safe, reliable transportation to and from school every day. As a Customer Service Associate, you'll serve as a critical connection between families, school districts, drivers, and transportation providers. You'll help resolve transportation issues, answer questions, coordinate support, and provide exceptional service during both routine and urgent situations.

If you enjoy helping people, solving problems, and making a meaningful impact in your community, we'd love to hear from you.

Location

Remote, Unites States

Schedule

Hours of Operation: Monday – Friday, 5:00 AM EST – 10:00 PM EST

Assigned schedules will vary based on business needs and may fall anywhere within our operating hours of 5:00 AM EST to 10:00 PM EST, Monday through Friday.

Candidates must be available to work a consistent schedule within these hours and may be required to work different shifts as operational needs evolve.

What You'll Do

• Answer incoming calls, emails, and messages from parents, school districts, drivers, and transportation providers
• Deliver exceptional customer service while resolving transportation-related questions and concerns
• Coordinate transportation support and dispatch activities as needed
• Accurately document customer interactions and service issues in company systems
• De-escalate customer concerns and work toward timely resolution
• Support customers during service disruptions, delays, and urgent transportation situations
• Utilize mapping, routing, and transportation software to support daily operations
• Collaborate with internal teams to ensure service commitments are met
• Maintain confidentiality and handle sensitive information appropriately
• Assist with special projects and cross-functional initiatives as assigned

Required Qualifications

• High school diploma or equivalent
• Minimum of one (1) year of customer service experience
• Experience working in a remote environment
• Strong verbal and written communication skills
• Ability to navigate multiple computer systems and applications simultaneously
• Strong problem-solving and conflict-resolution skills
• Ability to remain calm, professional, and empathetic during stressful situations
• Strong attention to detail and organizational skills
• Ability to work independently while contributing to a collaborative team environment

Preferred Qualifications

• Experience in a call center, dispatch, transportation, logistics, healthcare scheduling, or customer support environment
• Experience using CRM, ticketing, or customer support platforms
• Experience supporting customers in a fast-paced operational environment
• Bilingual language skills are a plus

Success in This Role

Successful team members consistently:

• Deliver positive customer experiences
• Meet attendance and reliability expectations
• Maintain accurate documentation and case management
• Resolve customer issues efficiently and accurately
• Adapt to changing priorities in a fast-paced environment
• Contribute to team and department performance goals

Remote Work Requirements

• Dedicated workspace free from distractions
• Reliable high-speed internet connection
• Ability to work independently in a remote environment
• Comfortable communicating through phone, email, chat, and collaboration tools

Ideal Candidate Traits

• Customer-focused and empathetic
• Adaptable and resilient
• Detail-oriented and accountable
• Resourceful problem solver
• Collaborative team player
• Comfortable working in a fast-paced environment

Physical Requirements

• Ability to sit or stand for extended periods while working on a computer
• Ability to communicate effectively through phone, video, and written channels
• Ability to perform the essential functions of the position with or without reasonable accommodation

Equal Opportunity Employer

EverDriven is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable law. We are committed to maintaining a respectful, professional workplace where employees are evaluated and supported based on performance and potential.

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