Customer Service Specialist
The Customer Service Specialist, known internally as "Capacity Services Specialist", plays a critical role in building and maintaining strong relationships with Independent Contractors and Agents while also coordinating with state agencies, vendors and internal departments for licensing, IFTA and other regulatory requirements. This role focuses on proactively identifying potential concerns, resolving issues, and providing resources to ensure a positive experience.
Essential Job Duties
- Serve as the corporate point of contact for Independent Contractors, maintaining regular communication to build trust and long-term relationships
- Assist drivers in resolving issues related to operations, pay, equipment, permits, or insurance by coordinating with the appropriate departments
- Order, research, and complete previous employment verifications (VOEs) in compliance with company and regulatory requirements
- Process and manage enrollment, renewals, and replacements for IRP and other third-party services including but not limited to UIIA, FEC, CBA, DAT, and ITS in compliance with state and federal regulations
- Review IRP applications for new units, ensuring all supporting documents (titles, 2290s, etc.) are complete and accurate
- Maintain organized and up-to-date records of all plate assignments while also monitoring expiration dates to avoid lapses in compliance
- Accurately manage all driver and equipment cancellations in compliance with company policies and procedures
- Coordinate driver transfers between trucks and/or Agents, ensuring seamless transitions and proper recordkeeping
- Review IRP enrollments and Independent Contractor recurring deductions to verify accuracy and ensure proper fund recovery
- Compile and organize Driver Bags and Binders for the welcome box, ensuring all necessary materials are included and presented effectively
- Track office inventory and notify supervisor when materials become low
- Receive packages from FedEx/UPS/USPS and distribute to appropriate parties; log items return by Independent Contractors
- Perform special projects as needed