Now Hiring - Driver Support Coordinator

About PTI – Where the RIGHT way is the SAFE way:

Professional Transportation, Inc. has been providing crew transportation services for railroads since 1980 and has an industry reputation for providing quality, reliable, and safe crew transportation services. Much like a shuttle service, PTI receives around-the-clock requests from our railroad customers to pick up and drop off train crews. 

Job Summary:

The Driver Support Coordinator will establish and maintain strong, positive relationships with PTI customers, internal and external, by providing excellent customer service through inquiry execution, complaint resolution, and all other aspects of customer service. This position will use business and process knowledge to positively represent and support customer’s needs. This position is required to be action oriented, possess strong interpersonal skills, have a strong service orientation, work in both a team-oriented atmosphere as well as work independently, capable of working with little supervision, and work effectively with all levels within the organization

Working closely with HR, Payroll, Office Admin Staff, Managers, and others, this role will provide exceptional Customer service, efficient handling of requests, and subject matter expertise on the processes supported. This position will support critical employee lifecycle processes and inquiries such as onboarding, payroll, Crew Nav, training, etc. This role will also identify opportunities to continuously improve processes and service level and share those ideas with HR and Field Leadership.

Benefits of Joining PTI:

• Multiple benefit plan options including medical, dental, vision, and supplemental insurance options
• Paid vacation time, sick time, holiday pay, along with the opportunity for overtime
• 401(K) retirement
• On the job training
• Discounted cell phone plans for Verizon and AT&T
• Free gym membership to any Planet Fitness location in the Evansville, Henderson, or Owensboro area
• Room for growth and advancement within the company

Responsibilities:

• Provides first point of contact and excellent customer service to all colleagues, management, and field operations
• Resolution of colleague inquiries, creating the necessary paperwork for processing and/or entering changes (personal data, job information, reporting line changes, compensation changes, etc.) into relevant systems and databases
• Taking inbound calls and making outbound calls related to all dispatched claims, open claims issues and service provider related issues. Makes sure the customer is updated on the status of all pending issues. Once the solution has been completed, makes sure the customer has all the needed info
• Responsible for time and activity management to meet critical deadlines
• Performs other duties as required
• Must be able to work additional hours/days as business needs dictate
• Partner with relevant business partners to review data audits and make corrections
• Work with internal departments such as Payroll, Benefits, Talent Acquisition, HR, Accounting, Finance, IT, Compliance, etc. to ensure data accuracy of shared integrations
• Analyze issues and make recommendations for updates to shared portals (Mango) and/or databases; update FAQs or Knowledge Base articles to be posted on the portal
• Understand the importance of confidentiality and strictly adhere to internal practices to ensure employee data privacy and compliance with all state, federal and regional labor laws and regulations
• Take ownership of inquiries ensuring accurate, prompt and consistent resolution. Escalate or transition requests as needed to proper channels, ensure ‘warm’ handoff and exceptional Customer service.
• Serve as Subject Matter Expert, providing guidance and direction to employees, business partners, and managers on a wide variety of processes, policies and tools.

This does not necessarily list all responsibilities, duties, requirements, or efforts associated with the job. While this list is intended to be an accurate reflection of the job, the company reserves the right to review and modify the functions, duties, and requirements of the job or to require that additional or different tasks be performed as circumstances or business needs require.

Our ideal candidate would have:

• Associate Degree in related field, or minimum of High School Diploma
• Minimum of one year’s experience involved in administrative task such as Payroll, HR, Training, Finance, Dispatch or some other type of administrative duty.
• Demonstrated ability to self-manage within assigned responsibilities, commitment to continuously improving customer service.
• Able to successfully complete transactions accurately and timely within the relevant platforms and databases.
•  Ability to handle sensitive/confidential information with discretion.
•  Able to answer general HR policy, payroll and benefits questions.
•  Able to collaborate with internal business partners and employees to ensure all processes are completed accurately and timely.
•  Excellent verbal and written communication skills.
• Can effectively communicate ideas and concepts with all levels internally and with customers and third-party suppliers.
• Strong organizational skills required to manage concurrent projects often under tight deadlines.
• Excellent interpersonal skills, including when attempting to resolve sensitive matters.
• Strong record-keeping skills.
• Strong expertise with MS Office products required (Outlook, Word, Excel, Power Point).
• Data driven and process orientated

AAP/EEO Statement

Equal Opportunity Employer/Drug-Free Workplace: PTI is an Equal Employment Opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, pregnancy, religion, national origin, ancestry, medical condition, marital status, gender identity citizenship status, veteran status, disability, or veteran status. PTI has a Drug-Free Workplace Policy in effect that is strictly adhered to.