Customer Service Specialist

About the role

The Customer Service Specialist (internally known as "Capacity Services Specialist") plays a critical role in building and maintaining strong relationships with Independent Contractors and Agents while coordinating with state agencies, vendors, and internal departments for licensing, IFTA, and other regulatory requirements. This role focuses on proactively identifying potential concerns, resolving issues, and providing resources to ensure a positive experience.

Responsibilities

• Serve as the corporate point of contact for Independent Contractors, maintaining regular communication to build trust and long-term relationships.
• Assist drivers in resolving issues related to operations, pay, equipment, permits, or insurance by coordinating with the appropriate departments.
• Order, research, and complete previous employment verifications (VOEs) in compliance with company and regulatory requirements.
• Process and manage enrollment, renewals, and replacements for IRP and other third-party services including but not limited to UIIA, FEC, CBA, DAT, and ITS in compliance with state and federal regulations.
• Review IRP applications for new units, ensuring all supporting documents (titles, 2290s, etc.) are complete and accurate.
• Maintain organized and up-to-date records of all plate assignments while monitoring expiration dates to avoid lapses in compliance.
• Accurately manage all driver and equipment cancellations in compliance with company policies and procedures.
• Coordinate driver transfers between trucks and/or Agents, ensuring seamless transitions and proper recordkeeping.
• Review IRP enrollments and Independent Contractor recurring deductions to verify accuracy and ensure proper fund recovery.
• Compile and organize Driver Bags and Binders for the welcome box, ensuring all necessary materials are included and presented effectively.
• Track office inventory and notify supervisor when materials become low.
• Receive packages from FedEx/UPS/USPS and distribute to appropriate parties; log items returned by Independent Contractors.
• Perform special projects as needed.

Requirements

• High School Diploma or equivalent.
• 1+ years of experience in customer service or administration.
• Proficient with Microsoft Office Suite.
• Basic computer skills.
• Strong typing skills.
• Excellent interpersonal skills.
• Ability to remain patient and calm under pressure.
• Strong time management and organizational skills with the ability to quickly pivot from one task to another and reprioritize throughout the day.
• Strong problem-solving skills.
• Excellent communication skills.

Preferred Qualifications

• 1+ years of experience in the trucking industry.
• Associate’s degree.

Why The Evans Network of Companies (ENOC) is Different

• People & Leadership: We prioritize building strong, meaningful relationships with our employees. Our leaders are approachable, supportive, and dedicated to fostering an environment of growth, trust, and open communication.
• Engaging Job Duties: We offer meaningful roles that challenge and empower employees to excel in their areas of expertise while providing the opportunity to make a tangible impact.
• A Family-Oriented Culture: We treat every employee like family. From offering support during life’s challenges to celebrating milestones together, the sense of community and genuine care here sets us apart.
• Positive Work Environment: We foster a culture that emphasizes respect, collaboration, and well-being. The environment is designed to inspire creativity and productivity while promoting a healthy work-life balance.

Benefits

• Individual Coverage Health Reimbursement Arrangement (ICHRA): Monthly employer-funded allowance for employees to purchase individual health insurance plans of their choice.
• Dental and Vision Insurance.
• Company Paid Life Insurance and Accidental Death & Dismemberment (AD&D) Insurance.
• Company Paid Short Term Disability Insurance.
• Company Paid Long Term Disability Insurance.
• Hospital Indemnity Insurance.
• Long-Term Care Insurance Program.
• Supplemental Term Life Insurance.
• Accident Insurance.
• Critical Illness Insurance.
• Employee Assistance Program (EAP).
• Flexible Spending Account (FSA).
• Health Savings Account (HSA).
• 401K with up to 4% Employer Safe Harbor Matching.
• Paid Vacation.
• 8 Paid Holidays.
• 1 Floating Holiday.
• Identity & Fraud Protection.
• Pet Insurance.
• Paid on a weekly basis.
• Employee referral bonus program ($500).

Schedule

Monday - Friday, 8:00am - 5:00pm (In Person, On Site)

Location

4500 Salisbury Road, Suite 160, Jacksonville, FL 32216

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• This position operates primarily within a controlled office environment. The noise level in the work environment is low to moderate.
• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel, and talk and hear.
• The employee frequently is required to stand, sit, and reach with hands and arms.
• The employee is occasionally required to walk and stoop, kneel, crouch, or bend.
• The employee must frequently lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
• The position often requires sitting for long periods of time in front of a computer.