Client Relations Manager

Adroit Advanced Technologies, Inc.

Roles and Expectations:

● Team Leadership & Supervision

• Lead and supervise a team of client relations representatives or account managers.
• Set clear objectives, delegate tasks, and ensure alignment with company goals.
• Conduct regular performance reviews and provide coaching and training.

● Client Communication:

• Serve as the main point of contact for high-value clients and internal executives.
• Manage expectations and align client goals with internal capabilities.
• Handle all inquiries, complaints, and concerns from clients regarding transportation services.
• Maintain regular communication with clients to update them on service changes, routes, schedules, and safety protocols.
• Investigate and resolve service complaints, ensuring client satisfaction and improving overall service quality.
• Cultivate and maintain strong, positive relationships with school administrators, teachers, parents, and other stakeholders.
• Attend virtual meetings, on-site client meetings, or other events as needed to build rapport with clients.
• Gather feedback from clients and assess service performance to identify areas for improvement.

● Routing and Scheduling:

• Utilize the ADROIT System to design routes, input data, and make real time adjustments.
• Design and optimize routes to ensure timely student pick-up and drop-off.
• Maximize efficiency by minimizing travel time and fuel costs while maintaining safety.
• Manage student data, including home addresses, special needs, and transportation preferences, ensuring accuracy in the routing system.
• Analyze data to identify inefficiencies, potential improvements, and areas for cost savings.
• Provide exceptional customer service by addressing concerns, responding to inquiries, and ensuring parents and schools are informed of any changes or delays.
• Communicate proactively with parents and schools about changes to schedules or routes.

Skills & Qualifications:

• Excellent Communication: Strong verbal and written communication skills to interact effectively with clients.
• Problem-solving: Ability to handle difficult situations and resolve conflicts calmly and professionally.
• Customer Service: High level of customer service skills with a focus on client satisfaction.
• Organization: Strong organizational skills to ensure schedules, routes, and student data are well-maintained and up to date.
• Time Management: Ability to prioritize tasks, manage time effectively, and handle multiple responsibilities simultaneously, especially during peak transportation times.
• Attention to Detail: Accuracy in managing client information and schedules.
• Critical Thinking and Adaptability: Strong critical thinking to manage and solve complex issues related to logistics, vehicle availability, and scheduling conflicts.
• Team Collaboration: Ability to work effectively as part of a team, collaboration with other staff to ensure smooth operations and timely decision-making.
• Technology Proficiency: Proficiency in routing and scheduling ADROIT software, as well as general office software (e.g., Google Sheets, Google Hangouts).

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.