Senior Field Support Specialist

Job Summary:

Provides technical leadership, daily direction, and advanced escalation support for the Driver Support Center in a fast-paced call center environment. Serves as the highest-level escalation point before management involvement.

Why Join PTI?

• Multiple health plan options, including medical, dental, vision, and supplemental insurance
• Paid vacation, sick time, and holiday pay, with overtime opportunities
• 401(K) retirement plan for your future
• Discounted cell phone plans with Verizon and AT&T
• Free Planet Fitness membership (Evansville, Henderson, Owensboro locations)
• Room for advancement within a rapidly expanding company

Responsibilities:

Customer Service & Employee and HR Support

• Serves as primary escalation resource for Driver Support Field Specialists on PTI operations, payroll, scheduling, onboarding, and policy interpretation.
• Reviews complex driver issues and escalations to determine appropriate resolution steps, identify when management involvement is needed, and ensure consistent service delivery.
• Responsible for monitoring team performance metrics and escalating performance concerns to management.
• Assists with onboarding and training new team members.
• Accountable for quality and consistency of support center transactions.
• Responsible for identifying systematic service failures and recommending corrective action.
• Acts as operational lead for daily Driver Support Center workflow management.
• Provides day-to-day support and leadership to the team by navigating varied situations, interpreting relevant information, applying sound judgment, and maintaining a high level of customer service.
• Participate in research, measure, and correct problems for continuous process improvement.
• Supports HRIS systems and internal systems to ensure proper functionality, usage, and data integrity across department.
• Lead and assist team as a backup for coverage.
• Lead process improvement initiatives designed to improve service levels, driver satisfaction, response times, and operational efficiency.
• Performs administrative/operations/customer service duties requiring independent initiative and judgement through various communication channels.
• Navigate and be proficient with internal resources and PTI technology tools.
• Assist with credentialing of programs and qualifications required to include Driver’s License and eRail badge expirations.
• Analyze issues and make recommendations for updates to shared portals (Mango) and/or databases; update FAQs or Knowledge Base articles to be posted on the portal.
• Support driver engagement initiatives.

This does not necessarily list all responsibilities, duties, requirements, or efforts associated with the position. While this list is intended to accurately reflect the job, the company reserves the right to review and modify the job’s functions, duties, and requirements, or to require additional or different tasks as circumstances or business needs require.