Customer Service Representative
About The Position
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.
Requirements
- 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
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
