Customer Support Specialist
About The Position
Are you a detail-oriented problem solver who loves building relationships and ensuring things run smoothly? We’re looking for a Customer Support Specialist (known internally as Capacity Services Specialist) to join our team! In this role, you’ll support Independent Contractors and Agents by coordinating licensing, International Fuel Tax Agreements (IFTA), International Registration Plans (IRP), and other regulatory requirements while serving as their go-to resource for assistance. Your mission: keep operations compliant, improve contractor engagement, and ensure a seamless experience through proactive communication, accurate record-keeping, and collaboration with internal teams.
Requirements
- High School Diploma or equivalent
- 1+ years of experience in customer service or administration
- Proficient with Microsoft Office Suite
- Basic computer skills
- Strong typing skills
- Excellent interpersonal skills
- Ability to remain patient and calm under pressure
- Strong time management and organizational skills
- Strong problem-solving skills
Nice To Haves
- 1+ years of experience in the trucking industry
- Associate’s degree
Responsibilities
- Act as the main point of contact for Independent Contractors, building trust and long-term relationships
- Manage enrollments, renewals, and replacements for IRP, IFTA, and other regulatory requirements
- Review IRP applications for new units and ensure all documentation is accurate and complete
- Conduct regular check-ins with drivers at key milestones to boost engagement
- Resolve contractor issues by working with internal departments on pay, permits, equipment, or insurance concerns
- Track retention metrics, identify trends, and recommend strategies to reduce turnover
- Maintain accurate plate assignment records and monitor expiration dates to stay compliant
- Handle driver and equipment cancellations
- Coordinate driver transfers between trucks or agents to ensure smooth transitions
- Verify IRP enrollments and recurring deductions for accuracy and fund recovery compliance
Benefits
- Individual Coverage Health Reimbursement Arrangement (ICHRA)
- Dental and Vision Insurance
- Company Paid Life Insurance and Accidental Death & Dismemberment (AD&D) Insurance
- Company Paid Short Term Disability Insurance
- Company Paid Long Term Disability Insurance
- Hospital Indemnity Insurance
- Long-Term Care Insurance Program
- Supplemental Term Life Insurance
- Accident Insurance
- Critical Illness Insurance
- Employee Assistance Program
- Flexible Spending Account (FSA)
- Health Savings Account (HSA) with employer contributions
- 401K with up to 4% Employer Safe Harbor Matching
- Paid Vacation
- 8 Paid Holidays
- 1 Floating Holiday
- Identity & Fraud Protection
- Pet Insurance
- Paid on a weekly basis!
- Employee referral bonus program ($500)
- The opportunity to work with good humans!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
