Client Relations Supervisor

Leesel Transportation; Houston (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

Leesel Transportation is looking for a candidate to oversee the Routing team responsible for managing client accounts effectively. The role involves ensuring clients receive maximum value from the ADROIT services and training new employees in customer service policies and best practices.

The ideal candidate will monitor communication channels, track service quality, and engage with customers to maintain satisfaction. This position is essential to ensure smooth operations and resolve issues promptly while working closely with various teams.

Qualifications

• Excellent communication and de-escalation skills.
• Experience in customer service and account management.
• Ability to train and mentor new employees.

Responsibilities

• Oversee the Routing team and manage client accounts.
• Train new employees on service policies and routing practices.
• Monitor Slack channels for timely issue resolution.

Job description

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 Operations teams to provide feedback for the ADROIT dashboard and applications.
• Track quality of service for each account to ensure client satisfaction.
• Train new employees on 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 issues, and present solutions to handle the issue immediately while implementing proactive solutions for the future.

Duties / Responsibilities

• Manage client accounts, ensuring clients receive maximum 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 timely replies and correct routing execution.
• Actively engage with customers to ensure health and satisfaction.
• Provide strategic input to address client challenges, working in close partnership with the Customer Service team to triage tickets and de‑escalate issues.
• Plan and coordinate routing schedules weekly for all new student transportation to achieve optimal routes.
• Act as the primary client contact, managing workflow between the ADROIT Driver team and Customer Service team to determine demand for specific regions.
• Collect data and prepare reports on customer complaints and inquiries.