We are seeking a high-performing Customer Solutions Experts (CSE) to join our mission-critical operations team. This is not a traditional “customer service” role; it is a high-stakes, multi-channel coordination position requiring the instincts of an air traffic controller and the communication skills of a seasoned professional.
In this role, CSE agents don’t just answer phones – they orchestrate outcomes. They oversee the entire lifecycle of multiple active events – from the moment of break down on a busy highway to the moment it is safely serviced and back on the road or the time it reaches its final destination.
This is a premier position within a fast-paced environment where your ability to multi-task directly impacts lives and road safety. This team will have the autonomy to solve problems creatively and the responsibility of protecting our most valuable client relationships. We provide the tools and the data; you provide the intuition and the execution.
This role requires a unique blend of logistics mastery and empathy, as you will serve as the lifeline for motorists, ensuring that every link in the service chain is moving with precision. This is an opportunity to be the “Air Traffic Controller” of the highways, managing real-time assets and intervening at the first sign of delay to ensure that no driver is left behind.
This team will operate on a Monday through Friday mid-shift schedule - 10 AM to 6:30 PM.
Required Qualifications/Skills
- Ability to track 5-10 moving part simultaneously without losing focus.
- Confidence to fix a problem; identify a solution and act.
- Ability to de-escalate high-stress situations and effectively build trust and rapport with both members and providers.
- Ability to transition from one event to another without missing a beat.
- Professional and reassuring tone..
- Proficiency with multi-monitor setups, CRM tools, and real-time tracking software.
- Three plus (3+) years customer service or similar industry experience.
- Exceptional verbal and written communications skills, with the ability to provide clear directives to field/internal teams.
- Adaptability and comfort with shifting priorities in a fast-paced, evolving environment.
Preferred Qualifications
- Bilingual English/Spanish or English/French
- Bachelor’s degree from an accredited institution
Benefits
- Flexible work environment
- Health benefits including Health, Dental, and Vision plans
- Life & AD&D and Long-Term Disability
- 401(k) Coming Soon!
- Paid Time Off after 90 days
- Monday through Friday schedule
- Mid Shift - 10 AM to 6:30 PM
