Customer Solutions Specialist – Rapid Support & Coordination

Purpose of Position:
Serve as the primary point of contact for drivers, customers, and internal teams requiring support. This position is responsible for managing customer requests, coordinating solutions, maintaining accurate documentation, and facilitating communication to minimize downtime and
provide exceptional customer experience.

Supervises: N/A

Essential Job Functions:

• Respond to customer requests via phone calls and electronic requests for support.

• Create and manage support tickets in accordance with established service standards.

• Coordinate with dealerships, vendors, and internal departments to facilitate timely resolutions.

• Provide customers with accurate updates throughout the support process.

• Maintain complete and accurate documentation within company systems.

• Monitor open cases and ensure appropriate follow-up through resolution.

• Build productive working relationships with customers and team members.

• Participate in training and development opportunities to expand knowledge and effectiveness.

• Focus on providing solutions that grow and maintain healthy and lasting relationships with the
customers.

• Other duties may be assigned as listed job duties are not comprehensive and should not be
construed as such. This job description is subject to change.

Required Skills/ Abilities:

• Write routine reports and correspondence.

• Communicate effectively with customers in a way they understand needed actions and work
toward resolution of chief complaint.

• Manage multiple priorities in a fast-paced environment.

• Complete accurate and timely documentation.

• Collaborate positively with coworkers and business partners.

• Must have basic knowledge of Windows and Microsoft Office applications.

Preferred Education:

• High School diploma or general education degree.

Preferred Experience:

• Previous Customer Experience

• Transportation, dispatch, customer support, or service industry.

• Demonstrated willingness to learn new systems, processes, and industry knowledge.