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 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 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 multitasking skills
• Ability to work in a fast-paced operational environment
• Strong organizational and problem-solving abilities
• Comfortable using operational systems, chats, and communication tools
• Ability to adapt to changing operational priorities

Beacon Mobility is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Beacon Mobility makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Beacon Mobility is a growing family of companies committed to serving the diverse needs of our customers. Experienced, compassionate, and inspired, we take pride in our ability to create customized, mobility-based solutions that empower people to get where they need to go. Our purpose is simple - MOBILITY WITHOUT LIMITS: Transporting people to live, learn, and achieve. We are dedicated to providing those we serve with the opportunities, resources, and support to confidently move ahead. We support safe, compassionate, and inclusive environments that provide our communities with the mobility solutions they need to flourish and succeed. Backed by nearly 70 years of experience, Beacon Mobility operations can be found in Massachusetts, New York, Pennsylvania, Illinois and Minnesota providing support to over 10,000 employees in over 1,300 communities through the delivery of Paratransit and School Bus services leveraging a fleet of over 6,500 vehicles.