Roadside Support Specialist

Roadside Support Specialist

USX HEADQUARTERS

Wednesday-Saturday 20:00-06:30

Position open to remote: No

Grade: HR09

Compensation Range: $21-$22

Who We Are:

Relentlessly Delivering Big Ideas. U.S. Xpress is one of the nation's largest asset-based trucking companies. But the most valuable asset we offer isn't tractors, trailers, or even our exclusive, cutting-edge technology. It's the collective brainpower of thousands of visionaries and problem-solvers. Together, we are revolutionizing the transportation industry by providing innovative, custom solutions. And, here, we believe in the sanctity of a promise-both to our customers, and our people. When we focus our varied talents on reshaping the future of transportation, that's what we call the POWER OF U.S.

Why U.S. Xpress?

Right Role. Right Tools. Right People. We invest in our talent starting on day one. You will be provided with personal and professional development opportunities that complement your interests and encourage you to build a career you're passionate about. Whether it is employee stock options, profit-sharing, 401K, professional development, or our competitive pay, we help prepare you for the future. Be part of an organization that values out-of-the-box thinking and rewards employees for going above and beyond. Curious about the other benefits of working with us? Check out other perks below!

• Medical, Dental, and Vision
• Basic/Supplemental Life
• Accidental Death/Dismemberment
• Health Savings Accounts
• Flexible Savings Accounts
• Company Paid Holidays
• Paid Time Off
• 401k with Employer Matching Contribution
• Employee Stock Purchase Plan
• Paid Parental Leave
• Short Term Incentive Program
• Employee Assistance Program
• Pet Insurance

Primary Position Purpose:

The Roadside Support Specialist is responsible for taking inbound driver calls, setting up and coordinating over-the-road repairs, and expediting service when situations require urgent attention. The role includes making safe, DOT-compliant repair decisions, communicating clearly via phone, email, and vendor portals, and ensuring all information is accurate and timely. This position requires strong prioritization skills, consistent phone availability, and the ability to make fast, accurate decisions while maintaining a steady, reliable workflow throughout the day. Agents must utilize the resources available to them, follow established processes, and ensure every repair request is handled efficiently and in alignment with company expectations.

Position Functions:

Receive, document, triage, and resolve driver-reported maintenance issues and OTR

breakdowns, prioritizing safety, efficiency, and equipment utilization.

Coordinate road service, direct drivers to authorized repair facilities, and assist with

local and OTR breakdowns, including after-hours support as needed.

Review repair estimates, obtain management approval when required, negotiate

costs, and follow up on repair completion and payment.

Escalate complex repairs to appropriate team members and ensure timely, cost-

effective resolutions.

Maintain accurate maintenance documentation and data in company systems to

support Maintenance, Parts, Warranty, and other teams.

Ensure compliance with DOT/FMCSA regulations, local and state requirements,

company safety policies, procedures, and standards.

Maintain working knowledge of mechanical terminology, standard repair times and

costs, U.S. geography, terminal locations, and applicable regulations.

Monitor and respond promptly and professionally to emails, calls, vendor portals,

drivers, customers, and internal partners.

Collaborate with all levels of the organization and participate in meetings, trainings,

coaching and feedback sessions to support continuous improvement.

Build and maintain positive relationships with customers and potential customers

through clear communication, responsiveness, and professionalism.

Perform other duties as assigned or requested by leadership.

What We're Looking For:

Education

High School diploma or equivalent

Experience

3+ years driving experience, and/or operations, and/or customer experience required

Qualifications

Strong verbal and written communication skills

Genuine passion for helping drivers and providing exceptional customer service

Ability to remain calm, professional, and effective in high-pressure situations

Strong problem-solving and decision-making skills

Self-motivated and able to work independently with minimal direction

Highly organized and detail-oriented, with the ability to manage multiple priorities

Why U.S. Xpress?

Right Role. Right Tools. Right People. We invest in our talent starting on day one. You will be provided with personal and professional development opportunities that complement your interests and encourage you to build a career you're passionate about. Whether it is employee stock purchase plan, profit-sharing, 401K, professional development, or our competitive pay, we help prepare you for the future. Be part of an organization that values out-of-the-box thinking and rewards employees for going above and beyond. Curious about the other benefits of working with us? Check out other perks below!

Medical, Dental and Vision

Vacation, Sick, & Personal time

Paid Holidays and Parental Leave

Tuition Reimbursement

Work Environment / Physical Requirements - Normal office settings.

This job description indicates the general nature and level of work expected for this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Employees performing this job may be asked to perform other duties as required and the responsibilities of the position may change. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

U.S. Xpress is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce.

Work Environment / Physical Requirements - Normal office settings.

This job description indicates the general nature and level of work expected for this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Employees performing this job may be asked to perform other duties as required and the responsibilities of the position may change. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

U.S. Xpress is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce.

This role will remain open until it has been filled.

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