Customer Service Representative

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 pay for this role is $18.50/hour.

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 systems
• Properly disposition calls and operational activity
• Update operational systems in real time to maintain visibility across teams
• Use proper AUX/system statuses throughout the shift
• Report system or technical issues immediately to leadership

Queue & Availability Management

• Remain available and attentive while assigned on queue
• Support queue coverage during peak operational periods
• Maintain schedule adherence including lunches, breaks, and assigned schedules
• Assist with operational workload balancing when requested
• Adapt to changing operational priorities throughout the day

Customer Experience & Communication

• Provide professional, solution-oriented customer service
• Demonstrate empathy and active listening during interactions
• Set clear expectations with callers regarding follow-up or resolution timelines
• Maintain calm and professionalism during stressful situations
• Support a “white glove” customer experience approach when handling concerns

Operational Awareness & Team Collaboration

• Maintain communication with Leads, Dispatch, and team members throughout the shift
• Monitor internal chats and respond to operational updates appropriately
• Support onboarding projects, outreach initiatives, and operational assignments when needed
• Assist with cross-functional operational support during peak periods or staffing shortages
• Escalate concerns promptly instead of making assumptions or delaying action

Performance Expectations

CSRs are expected to maintain performance standards in the following areas:
• Quality Assurance Score
• Attendance & Schedule Adherence
• Queue Availability & AUX Management
• Documentation Accuracy
• Customer Service & Communication
• Operational Responsiveness
• Missed Call Performance
• Productivity & Operational Participation

Performance reviews, coaching sessions, and operational feedback may be conducted regularly to support development and accountability.

Minimum Qualifications

• Customer service or call center experience preferred
• Strong communication and mu