Handle inbound and outbound customer interactions via phone, email, and live chat
Provide professional, empathetic, and accurate support across all communication channels
Resolve product, process, and technical issues while maintaining high customer satisfaction
Support the Record of Evaluation (ROE) process and related workflows
Assist with DOT Drug & Alcohol compliance questions and processes
Guide evaluators through application setup, system navigation, and mobile app usage
Support OQ candidates with questions related to training, tasks, and qualification requirements
Assist with assigning training for Common Covered Tasks required in the OQ process
Manage and prioritize time-sensitive requests, including ROE rush requests
Track customer inquiries and feedback to identify trends and improvement opportunities
Proactively monitor customer health and escalate risks as needed
Encourage product adoption by sharing best practices and optimization strategies
Partner with internal teams to resolve escalations and improve the end-to-end customer experience
Accurately document all customer interactions in Salesforce (or CRM)
Maintain detailed case notes, follow-ups, and resolution tracking
Contribute insights to improve processes, knowledge bases, and support workflows

High School Diploma or GED required
1+ year of customer service or customer support experience (call center or SaaS environment preferred)
Typing speed of 40+ WPM
Proficiency with Microsoft Office tools
Experience using Salesforce or a CRM system preferred
Ability to learn quickly with strong self-learning capabilities
Open to feedback and committed to continuous improvement
Strong problem-solving skills with perseverance through resolution
Customer-first mindset with a high level of ownership and accountability
Excellent written and verbal communication skills
Comfortable managing customers and contractors by phone, chat, and email
Highly collaborative team player with adaptability to changing workloads and processes
Strong organizational skills and attention to detail
Self-motivated, dependable, and focused on delivering positive customer outcomes

Customer Support Representative

Key skills