Job Purpose

The Customer Service Representative (CSR) plays a key role in building strong relationships with our customers by delivering professional, friendly, and solutions-focused support. Whether assisting fleet accounts, owner-operators, or consumers, the CSR ensures every interaction reflects our commitment to accuracy, care, and service excellence. Support is provided across phone, live chat, and email.

Essential Duties and Responsibilities

• Serve as the first point of contact for customer inquiries via phone, chat, and email, ensuring clear, professional, and empathetic communication. across our industry-leading product suite

• Investigate and resolve customer issues, including billing questions, exercising sound judgment to determine when to resolve independently and when to escalate.

• Maintain and update customer accounts in our proprietary internal platforms and CRM software with accuracy and attention to detail.

• Collaborate with peers and internal partners to deliver timely resolutions and a seamless customer experience.

• Contribute to team initiatives by sharing feedback, mentoring newer colleagues, and actively participating in continuous improvement efforts.

Experience and Competencies

• Education: Associate degree in Business, Communications, or related field required; bachelor’s degree preferred.

• Experience: 1–2 years of customer service or client-facing experience, ideally in a multi-channel support environment.

• Problem-Solving: Applies structured thinking to resolve customer issues independently; knows when to escalate.

• Communication: Demonstrates excellent verbal and written communication skills; approachable, personable, and able to build trust quickly and de-escalate tense or heightened issues. Bilingual (English/Spanish) is a preference, but not required.

• Teamwork & Collaboration: Actively supports colleagues, builds stable working relationships, and contributes to team goals.

• Leadership Mindset: Seeks opportunities to mentor, share ideas, and foster a positive, inclusive environment.

• Work Style: Organized and detail-oriented, able to manage and prioritize workload while maintaining accuracy and professionalism.

Knowledge & Skills Proficiency

• Proficient with MS Office (Excel, Word, Outlook, PowerPoint), Excel is a must

• Familiar with Salesforce or similar CRM systems.