Senior Carrier Services Associate

About the role:As a Senior Carrier Services Associate for TQL, you’ll be a critical link between our customers, transportation partners, and internal teams. In this fast-paced, entry-level role, you’ll be trained to excel as the first point of contact for general inbound phone calls and emails. We’ll teach you how to assess each inquiry and situation and route the contact to the right TQL individual or department. Customer service is the foundation of TQL’s success. In a business where speed, accuracy, and reliability matter most, our team sets the standard by delivering proactive communication, real-time problem-solving, and exceptional support. Every interaction is an opportunity to strengthen trust and reinforce TQL’s commitment to being the industry leader in service excellence. What’s in it for you:Compensation starting at $19.50+ per hour with opportunity for annual merit increasesOutstanding career growth potentialComprehensive benefits packageHealth, dental and vision coverage401(k) with company matchPerks including employee discounts, financial wellness planning, tuition reimbursement and moreCertified Great Place to Work with 900+ lifetime workplace award wins What you’ll do:Manage a high volume of inbound phone calls and emails Help resolve caller issues and questions with a high sense of urgency and professionalismDocument and manage all tasks in our internal systemsProvide updates and communicate directly with the internal sales and support teamsAssist supervisor with leading shifts and coordinating workflowsConduct quality audits and give appropriate feedback to employeesServe as go-to knowledge resource for team members when questions or difficulties ariseTake escalation calls and assist management as needed Who we’re looking for:3+ years of call center or similar experience required1+ year of previous leadership experience preferredProven ability to train and mentor junior employeesFamiliarity with Microsoft Office suite and call routing softwareYou have a passion for delivering excellent customer serviceYou maintain a calm, professional demeanor under pressureYou communicate clearly and work well within a teamYou’re organized, with a high attention to detailYou have a strong work ethic with a history of reliabilityYou are comfortable working in a fast-paced office environment Where you'll be: 4289 Ivy Pointe Boulevard, Cincinnati, Ohio 45245 Employment visa sponsorship is unavailable for this position. Applicants requiring employment visa sponsorship now or in the future (e.g., F-1 STEM OPT, H-1B, TN, J1 etc.) will not be considered.