Check Handling - Customer Support Representative

DAT • Seattle, WA

6d • Onsite

About The Position

DAT Freight & Analytics is seeking a dedicated and empathetic Customer Support Representative to join their team. This is a full-time, in-office role based in Seattle, WA. The role involves a split between payment processing operations (approximately half of working hours, particularly early in tenure) and customer interaction. The payment processing involves methodical, high-volume work requiring sustained focus, consistency, and accuracy, with direct financial consequences for customers. Customer interaction includes handling queries via phone, email, and live chat, providing accurate, timely, and empathetic responses, troubleshooting issues, and escalating complex problems. The role also requires developing product knowledge, collecting customer feedback, and collaborating with other departments. The ideal candidate takes pride in both accurate back-office execution and customer-facing interactions, and is comfortable with the current operational split, with the expectation of evolving towards a greater support focus over time.

Requirements

• Located in or able to commute to Seattle, WA and available in-office 8am-4pm.
• Takes genuine satisfaction in doing repetitive, detail-oriented work correctly and efficiently.
• Demonstrates pride, ownership, and accountability for work.
• Finds flow in process-driven work and measures success by throughput and accuracy.
• Shares opinions openly on what's working and what's not across the product, tech stack, and team processes.
• Collaborates effectively and empathetically across different roles.
• Ability to work in a fast-paced environment and adapt to changing demands.
• Proficiency in using CRM software and other customer support tools (Zendesk, HubSpot, Freshdesk, etc.).
• Excellent communication skills, both verbal and written.
• 1–3 years of experience.

Nice To Haves

• Proven experience in customer support or a related field.
• Experience in high-volume data entry, payment processing, or back-office financial operations.
• Familiarity with fintech or the freight industry.
• HubSpot experience.

Responsibilities

• Process inbound check payments with speed and accuracy.
• Handle incoming customer queries through various channels (phone, email, and live chat).
• Provide accurate, timely, and empathetic responses to customer inquiries.
• Troubleshoot customer issues, offering clear and concise solutions.
• Escalate complex issues to the appropriate teams when necessary.
• Develop and maintain a comprehensive understanding of products/services.
• Actively seek customer feedback to improve services and products.
• Work closely with other departments to ensure a cohesive customer experience.

Benefits

• Medical, Dental, Vision, Life, and AD&D insurance
• Parental Leave
• Flexible Vacation Time (FVT)
• An additional 10 holidays of paid time off per calendar year
• 401k matching (immediately vested)
• Employee Stock Purchase Plan
• Short- and Long-term disability
• Sick leave
• Flexible Spending Accounts
• Health Savings Accounts
• Employee Assistance Program
• Employee Referral program
• Internal Recognition program
• Wellness programs
• Free TriMet transit pass (Beaverton Office)
• Competitive salary and benefits package
• Work on impactful projects in a cutting-edge environment
• Collaborative and supportive team culture
• Opportunity to make a real difference in the trucking industry
• Employee Resource Groups

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed