CustomerServiceRepresentative

Adroit Advanced Technologies, Inc. The Customer Service Representative (CSR) is responsible for supporting daily transportation operations by managing inbound and outbound calls, monitoring rides in real time, communicating with drivers, schools, parents, and internal teams, and helping resolve operational issues quickly and professionally. The compensation for this role is $18.5/hr. CSRs play a critical role in maintaining service reliability, supporting on time performance, documenting operational activity, escalating risks appropriately, and ensuring customers receive timely and professional communication throughout the day. This role requires strong multitasking, operational awareness, professionalism, and the ability to work in a fast-paced environment where priorities may shift throughout the shift based on business and operational needs. ## **Inbound & Outbound Call Handling** • Answer inbound calls professionally and efficiently • Place outbound calls to drivers, schools, parents, guardians, and service providers as needed • Provide accurate information and clear communication during customer interactions • Follow proper call handling procedures and escalation processes • Maintain professionalism during escalations and high-volume periods • Support callback efforts and follow-up communication when required ## ## **Ride Monitoring & Operational Support** • Monitor active rides, dashboards, and operational systems throughout the shift • Identify delayed, stalled, or at-risk rides and take appropriate action • Communicate with drivers and service providers regarding ride status updates • Escalate operational concerns to Leads, Dispatch, or Management when needed • Assist with sensitive or high-priority ride situations • Maintain awareness of operational chats, dispatch updates, and service risks ### ## **Documentation & System Usage** • Accurately document all inbound and outbound interactions • Maintain detailed and professional ride notes within operational s