Job Details

Job Title

Supervisory Responsibilities

- Oversee the Routing team by reviewing new student ride requests, routing adjustment errors, client emails and de-escalating client issues.

- Collaborate with C-suites, Product, Engineering and Operation teams to provide feedback for ADROIT dashboard and applications.

- Tracking the quality of service for each account to ensure clients are satisfied with our services.

- Train new employees in the company's customer service policies, procedures, and best routing practices.

- Monitors all applicable Slack channels, follows up on unanswered questions, guides the team to find the root cause of an issue and present solutions to both handle the issue in the immediate moment and implement a proactive solution for the future.

Duties/Responsibilities

- Manage client accounts, actively working to ensure clients receive the most value from ADROIT services.

- Checking in with clients weekly/bi weekly ensuring clients are satisfied with our service and resolving all issues.

- Onboard clients and train new users on the ADROI T client dashboard and application.

- Monitor all routing related slack channels to ensure they have been replied to and double check routing has been done correctly in a timely manner.

- Actively engage with customers to ensure customer health and satisfaction.

- Provide valuable strategic input to address client challenges working in close partnership with the Customer Service team to help triage tickets and de-escalate issues.

- Plan and coordinate routing schedules weekly for all new student transportation for the most efficient and most optimal routes.

- Act as the primary client contact, managing workflow between ADROIT Driver team and Customer Service team to determine the demand needed for specific regions.

- Collects data and prepares reports on customer complaints and inquiries.