Driver Staffing Support Lead

True Blue • Tacoma, WA

361d • $60,073 - $75,091

About The Position

The Mobile Service Lead is responsible for driving operational quality and ensuring exceptional service for customers designated as Mobile & National Accounts. This role directly interacts with customers and drivers, fostering strong relationships to support placement, retention, and client satisfaction. Mobile Service Lead plays a pivotal role in aligning customer needs with driver capabilities while addressing operational challenges with professionalism and expertise.

Requirements

• Bachelor's degree with 2+ years of experience in customer service or administrative role within the transportation industry
• Demonstrated ability to multi-task accurately and efficiently in a high-volume environment
• Strong communication, follow-up, and negotiation skills
• Proven success in meeting deadlines under pressure while maintaining attention to detail
• Strong critical thinking and problem-solving skills, with a track record of effective decision-making
• Ability to build and maintain professional relationships with diverse employee and customer populations
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook

Nice To Haves

• Experience in a multi-unit organization is preferred

Responsibilities

• Serve as the primary point of contact for internal and external customer inquiries, responding promptly within a 30-minute window during workdays, including on-call rotations for weekends and holidays
• Build and maintain strong relationships with clients and drivers through consistent communication and proactive follow-ups
• Conduct 1st-day and 1st-week calls to assess and improve driver and client satisfaction
• Handle customer complaints and resolve driver and client issues with sound judgment and adherence to company policies
• Discuss open positions with potential, new, and current drivers to match skillsets with client requirements
• Dispatch drivers to assignments and ensure all orders are up to date to meet client needs
• Follow up with clients and drivers on upcoming assignment completions to confirm potential extensions
• Coordinate driver qualification file (DQF) submittals with internal teams for client compliance
• Oversee new account setups, including onboarding procedures (NOB), and coordinate travel arrangements for drivers, including flights, car rentals, and accommodations
• Work closely with payroll, expense management, and other internal teams to resolve billing and pay discrepancies in a timely manner
• Monitor and manage shared and personal inboxes for timely updates and task resolutions
• Participate in daily and weekly team huddles to ensure alignment on goals and priorities
• Ensure all documentation, including driver updates and compliance requirements, is complete and accurate
• Participate in internal and external safety calls and meetings, documenting discussions and actions
• Manage termination requests for drivers no longer on assignment and follow up on accidents or injuries with stakeholders
• Investigate and resolve moderate to complex operational issues, modifying methods and processes as necessary
• Apply critical thinking to analyze diverse factors in resolving driver or client concerns, ensuring adherence to company policies
• Execute additional tasks and responsibilities as assigned by leadership

Benefits

• 6 paid holidays
• 1 paid floating holiday
• Up to 20 days of Paid Time Off per year
• Medical/Dental/Vision insurance
• Company-matching 401(k)
• Employee Stock Purchase Program
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees