Client Relations Supervisor

Adroit Advanced Technologies, Inc.

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.
• Track 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.
• Monitor all applicable Slack channels, follow up on unanswered questions, guide the team to find the root cause of an issue, and present solutions to handle the issue immediately and implement proactive solutions for the future.

• Manage client accounts, actively working to ensure clients receive the most value from ADROIT services.
• Check in with clients weekly/bi‑weekly to ensure satisfaction and resolve all issues.
• Onboard clients and train new users on the ADROIT 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 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.
• Collect data and prepare reports on customer complaints and inquiries.