Customer Service Representative | Remote

About Dream Lift Dream Lift helps students get to and from school safely with vetted, caring drivers. We work behind the scenes for larger transportation platforms to recruit, screen, and onboard independent drivers and to keep every route covered and every ride safe and on time. About the Role We're hiring a Customer Service Representative for a full-time, 40-hour-per-week role on our transportation operations team. This is a hands-on role that combines customer service with day-to-day operational monitoring. You'll communicate with drivers and vendor partners, track active rides, support driver compliance, and document issues so they get resolved quickly and professionally. We're looking for someone who can follow established processes but who also thinks independently—someone who notices a problem before it becomes urgent and takes the initiative to address it. Key Responsibilities Customer Service & Communication Answer inbound calls from drivers and vendor partners promptly and professionally. Help drivers with questions, ride concerns, scheduling issues, and other operational matters. Make follow-up calls when needed and document every call and resolution accurately. When you can't resolve something immediately, communicate clearly, track down the answer, and follow through. Escalate urgent or unresolved issues to the appropriate team. Ride & Operations Monitoring Monitor active and upcoming rides throughout your shift. Flag rides that haven't been accepted or started on time and contact drivers when follow-up is needed. Escalate urgent coverage issues immediately. Confirm scheduled rides are completed and properly documented. Watch for recurring issues or patterns and flag them before they grow into bigger problems. Reporting & Documentation Keep accurate records of calls and driver interactions. Help prepare daily and weekly operational reports. Track ride completion, delays, driver performance, and compliance status. Work in Google Sheets and Excel to organize and review information. Keep the CRM and internal tracking systems up to date. Complete assigned follow-ups and reports accurately and on time. What We're Looking For Required Available to work full-time, 40 hours per week. Fluent or highly proficient in English, both spoken and written. Clear, confident, and professional phone communication. Previous experience in customer service, a call center, dispatch, logistics, transportation, or a similar role. Comfortable making and receiving a high volume of calls. Strong attention to detail, with the ability to multitask and prioritize time-sensitive situations. Calm and professional under pressure. Comfortable using Google Sheets and other online systems. Able to follow SOPs and document work accurately. Reliable internet connection and a quiet place to work. Dependable, self-motivated, and able to work independently. Preferred Experience in transportation, dispatch, NEMT, school transportation, rideshare, or logistics. Familiarity with GoHighLevel (GHL) or another CRM. Reporting experience in Excel or Google Sheets. Experience monitoring live operations. Experience working with drivers, contractors, or vendor partners. Remote work experience with a U.S.-based company. How to Apply Step 1: Cover Letter To confirm you've read this posting in full, start your cover letter with exactly: Dream Lift - CSR Keep it simple and personal. Tell us a bit about yourself, your relevant work experience, why you'd be a good fit for this full-time role, and your current availability, including your preferred working hours. It doesn't need to be long or formal; we'd rather learn who you are and what you're looking for in your next role. Step 2: Video Introduction Record a short video introducing yourself. It doesn't need to be professionally shot or edited—we just want to see and hear how you communicate. Tell us a little about who you are, your relevant work experience, and why you're interested in this role. Step 3: Personality Assessment Complete the free PrinciplesYou assessment (built by Ray Dalio's team, approximately 30–40 minutes). When you're done, download your results as a PDF and include it with your application. Applications that don't start with “Dream Lift - CSR,” don't include a video introduction, or don't include the PrinciplesYou results may not be considered. Steps 4 and 5 (skills assessment and interview) happen only after Steps 1–3 are complete.