Over the Road Customer Service Assistant

Over the Road Customer Service Assistant

844-293-4181

The Over the Road (OTR) Customer Service Administrator (CSA) is responsible for supporting Drivers during trip interruptions caused by equipment issues. This role ensures that all fleet maintenance needs are accurately identified, documented, and prioritized within the maintenance system to meet safety standards, operational requirements, and Driver expectations.

The OTR CSA acts as a key liaison between Drivers, external vendors, internal departments, and customers-delivering exceptional customer service and fostering a collaborative, solutions-focused environment. Success in this role requires the ability to multitask with precision in a fast-paced, high-volume setting, while minimizing equipment downtime through prompt and effective coordination. Clear, consistent, and professional communication with all stakeholders is critical.

Key Accountabilities/Responsibilities:

Over the Road Equipment Maintenance Coordination:

• Prioritize driver safety in all repair and breakdown support activities.

• Respond promptly to communications from drivers requiring immediate roadside assistance.

• Identify and escalate critical events to the management team without delay.

• Provide remote troubleshooting support for common mechanical issues.

• Accurately document all communications, actions taken, and repairs in the road call tracking system.

• Use established systems to identify and dispatch the most appropriate vendors for timely and cost-effective repairs.

• Coordinate with Operations to communicate repair plans, updates, and estimated completion times.

• Generate accurate repair orders in accordance with company procedures and guidelines.

• Obtain repair estimates before authorizing work to begin.

• Maintain consistent follow-up with vendors and drivers to track repair progress and completion.

• Establish and communicate reasonable estimated time of completion (ETC) with vendors.

• Factor in warranty eligibility when coordinating breakdown repairs to maximize recovery.

• Attach invoices to purchase orders and process payments in line with approved estimates and internal guidelines.

• Create and manage vendor IDs and monitor vendor portal activity.

• Review and correct any data entry discrepancies displayed on system dashboards

• Engage in other projects and activities as necessary to the position and as assigned by your supervisor.

• Participate in and contribute to all other tasks and initiatives as is necessary and as it relates to the goals of the company. i.e. Committees, work and focus groups

• Assist with vehicle hiking/recovery to properly position and recover company assets.

Qualifications:

• High school diploma or equivalent; OR related experience.

• Mechanical aptitude or background is considered an asset.

• Ability to understand and follow both verbal and written instructions.

• Capable of working independently and collaboratively within a team environment.

• Self-motivated, dependable, and adaptable in a fast-paced setting.

• Exceptional customer service and professional phone etiquette

• Strong problem-solving skills with the ability to assess, report, and resolve issues effectively

• Clear and effective verbal and written communication skills

• Excellent organizational skills with attention to detail and accurate record-keeping

• Strong interpersonal skills with the ability to work well with Drivers, vendors, and internal teams

• Proficient in Microsoft Office applications, including Excel, Word, and PowerPoint

• Comfortable entering and navigating data in maintenance management software (e.g., TMT or similar systems)

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