Job Description

b Summary

We are seeking dedicated Customer Service Representatives for evening shifts to join our dynamic team. In this role, you will serve as the primary point of contact for our over the road drivers during evening hours, providing exceptional service while assisting with a variety of transportation and truck questions and needs. The ideal candidate will possess excellent communication skills, a keen eye for detail, and a proactive approach to problem-solving.

Duties

• Receive, document, and resolve incoming driver-reported maintenance issues.
• Triage over-the-road breakdowns to identify the safest and most efficient resolution.
• Make safe and cost-effective decisions to facilitate quick repairs to maximize equipment utilization
• Receive management approval for repair expenditures as needed.
• Quickly escalate more complex repair issues to appropriate team members.
• Secure service for road repairs.
• Respond to after-hours calls as needed.
• Assist drivers in all breakdown situations locally and OTR.
• Set up road calls and direct drivers to authorized repair facilities.
• Ensure all DOT/FMCSA regulations, local, state, and internal company procedures and standards are followed.
• Follow-up regarding repair completion and payment as needed.
• Maintain working knowledge of DOT and company safety regulations.
• Build familiarity with mechanical terminology, standard repair times and costs, and the technical platforms/systems used in daily operations.
• Stay current on incoming emails; respond promptly and professionally to drivers, vendors, and internal partners.
• Communicate clearly and accurately via phone, email, and vendor portals.
• Develop strong awareness of U.S. geography, terminal locations, and relevant local and state regulations.
• Document all maintenance events thoroughly and accurately in company systems.
• Review repair estimates and negotiate when necessary to ensure cost control and proper repair decisions.
• Enter accurate data documentation that is needed by the maintenance department as well as supporting teams such as Parts and Warranty that work based off your notes.
• Participate in ongoing training, coaching, and one-on-one feedback sessions; accept constructive criticism and apply it to improve performance.
• Perform other duties as assigned.
• Collaborate in-person with all levels of the organization to harness collective intelligence of the workforce.
• Attend all in-person meetings and trainings on recent developments, goals, and objectives. Participate in such discussions by offering input and advice.
• Regularly engage remotely and in-person with customers and potential customers to establish rapport, open communication, and expectations.

Position Summary – Our Roadside Support Position is a position comparable to AAA road service, but for truck drivers. Anytime our drivers break down or have any truck issues, they call Roadside Support.

Hours worked will be Friday - Monday, 12 PM-10:00 PM.

Work Location: In person