CUSTOMER SERVICE & OPERATIONS ASSOCIATE

Job Description

Job Description

Customer Service & Operations Associate

Michael’s Transportation Service, Inc. (MTS)

Location: Watsonville, CA

Department: Operations

Employment Type: Full-Time

Reports To: Operations Manager

Join Our Watsonville Operations Team

Michael’s Transportation Service, Inc. (MTS) is seeking a highly motivated, organized, and

people-focused Customer Service Operations Associate to join our Watsonville terminal.

This is a hands-on operations position for someone who enjoys working with people, solving

problems, supporting employees, serving customers, and helping keep a fast-paced transportation

operation moving successfully.

This is not solely an administrative or customer service position. The successful candidate

must be visible, engaged, responsive, comfortable working directly with drivers and frontline

personnel, and willing to take an active role in the day-to-day operation of the terminal.

What You’ll Do

In this role, you will work closely with the Operations Manager and other MTS leaders to:

• Support the daily coordination of terminal operations, including driver assignments,
• schedule changes, trip coverage, call-outs, and service needs.
• Maintain a visible presence with drivers and frontline personnel and help strengthen
• employee communication, engagement, and retention.
• Serve as an accessible point of contact for drivers regarding assignments, schedules,
• operational questions, and concerns.
• Reinforce company expectations related to safety, attendance, professionalism,
• communication, customer service, and accountability.
• Help onboard new drivers and support their successful transition into the Watsonville
• operation.
• Review and maintain driver logs, timesheets, trip sheets, DVIRs, mileage records, and
• other required operational documentation.
• Follow up on missing, incomplete, inaccurate, or late documentation and help improve
• overall compliance.
• Provide professional, responsive customer service to school districts, customers,
• community partners, employees, and other stakeholders.
• Build and maintain strong customer relationships while helping identify additional
• transportation needs and service opportunities.
• Respond to telephone calls, emails, service requests, concerns, and operational inquiries
• and ensure appropriate follow-through.
• Support MTS Training Academy (MTSTA) as needed, including trainee communication,
• scheduling, documentation, Zoom training sessions, and the transition of qualified
• trainees into MTS employment.
• Provide leadership support in the Operations Manager’s absence or as assigned.

These responsibilities reflect the operational, driver-support, compliance, customer-service, and

Training Academy functions outlined in the full position description.

We’re Looking for Someone Who

Can take ownership, communicate proactively, follow through, and remain solutions-focused when operational challenges arise. The right person will understand that effective leadership means being present and engaged—not simply working from behind a desk.

Required qualifications include :

• High school diploma or equivalent.
• Strong customer service, interpersonal, and communication skills.
• Demonstrated ability to lead, influence, organize, and follow through.
• Strong attention to detail and recordkeeping skills.
• Ability to manage multiple priorities in a fast-paced transportation environment.
• Professional communication skills with employees, drivers, customers, trainees, school
• personnel, and management.
• Strong computer skills, including email, Microsoft Office applications, Zoom, and the ability to learn company systems.
• Ability to appropriately handle confidential information.
• Ability to work independently while remaining accountable to management and company leadership.
• Willingness and ability to obtain the required California School Bus Driver credential.
• Previous experience in transportation, school transportation, dispatch, operations, logistics, customer service, employee supervision, scheduling, regulatory compliance, or working with commercial drivers is preferred.

California School Bus Driver Credential Required

A key component of this position is developing a comprehensive, hands-on understanding of

school bus transportation.

The selected candidate must begin the process of obtaining the required California School Bus

Driver credential and successfully obtain the credential within 12 months of hire, unless an

alternative timeline is approved by the Company due to circumstances outside the employee’s

control.

Once credentialed, the employee must maintain all required licenses, certificates, medical

qualifications, and credentials in good standing and be willing to operate a school bus when

requested based on operational needs. Successful attainment and continued maintenance of the

required credential is a condition of continued employment.

What Success Looks Like at MTS

At MTS, successful operations are built around safety, service, communication, accountability,

and people. We are looking for someone who will know our drivers, support our customers, understand the operation, maintain accurate documentation, anticipate needs, communicate effectively, and help ensure that new drivers and trainees entering the Watsonville terminal are positioned for success.

Core competencies: Leadership • Driver Support • Accountability • Customer Service •

Operational Excellence • Communication • Organization • Problem-Solving • Follow-Through •

Teamwork • Adaptability • Professionalism • Safety Awareness • Attention to Detail.

Schedule & Work Environment

This is an active transportation environment requiring regular interaction with drivers, trainees,

customers, management, and other personnel. The position may require early mornings,

schedule flexibility, occasional extended hours, and attendance at training or In-Service

sessions based on operational needs.

Ready to Join MTS?

If you are a proactive, dependable professional who enjoys working with people, takes pride in

excellent customer service, and wants an opportunity to grow your knowledge and leadership

experience in the school transportation industry, we encourage you to apply.

Help us support our people, strengthen our operation, serve our customers, and keep MTS

moving safely and successfully.

Michael’s Transportation Service, Inc. is an Equal Opportunity Employer.

Michael's Transportation Service, Inc. (MTS) is a full-service transportation company specializing in school bus transportation and driver staffing. Established in 1986, MTS is the Bay Area’s premier school bus provider, offering long-term career opportunities for drivers dedicated to the industry. Our structured career path is designed to help you achieve your professional goals within 3–5 years.

Company Description

Michael's Transportation Service, Inc. (MTS) is a full-service transportation company specializing in school bus transportation and driver staffing. Established in 1986, MTS is the Bay Area’s premier school bus provider, offering long-term career opportunities for drivers dedicated to the industry. Our structured career path is designed to help you achieve your professional goals within 3–5 years.