The Mobile Service Lead is responsible for driving operational quality and ensuring exceptional service for customers designated as Mobile & National Accounts. This role directly interacts with customers and drivers, fostering strong relationships to support placement, retention, and client satisfaction. Mobile Service Lead plays a pivotal role in aligning customer needs with driver capabilities while addressing operational challenges with professionalism and expertise.
Location: Remote
Responsibilities:
Serve as the primary point of contact for internal and external customer inquiries, responding promptly within a 30-minute window during workdays, including on-call rotations for weekends and holidays Build and maintain strong relationships with clients and drivers through consistent communication and proactive follow-ups Conduct 1st-day and 1st-week calls to assess and improve driver and client satisfaction Handle customer complaints and resolve driver and client issues with sound judgment and adherence to company policies Discuss open positions with potential, new, and current drivers to match skillsets with client requirements Dispatch drivers to assignments and ensure all orders are up to date to meet client needs Follow up with clients and drivers on upcoming assignment completions to confirm potential extensions. Coordinate driver qualification file (DQF) submittals with internal teams for client compliance Oversee new account setups, including onboarding procedures (NOB), and coordinate travel arrangements for drivers, including flights, car rentals, and accommodations Work closely with payroll, expense management, and other internal teams to resolve billing and pay discrepancies in a timely manner Monitor and manage shared and personal inboxes for timely updates and task resolutions Participate in daily and weekly team huddles to ensure alignment on goals and priorities Ensure all documentation, including driver updates and compliance requirements, is complete and accurate Participate in internal and external safety calls and meetings, documenting discussions and actions Manage termination requests for drivers no longer on assignment and follow up on accidents or injuries with stakeholders Investigate and resolve moderate to complex operational issues, modifying methods and processes as necessary Apply critical thinking to analyze diverse factors in resolving driver or client concerns, ensuring adherence to company policies Execute additional tasks and responsibilities as assigned by leadership
Qualifications:
Bachelor's degree with 2+ years of experience in customer service or administrative role within the transportation industry Demonstrated ability to multi-task accurately and efficiently in a high-volume environment Strong communication, follow-up, and negotiation skills Proven success in meeting deadlines under pressure while maintaining attention to detail Strong critical thinking and problem-solving skills, with a track record of effective decision-making Ability to build and maintain professional relationships with diverse employee and customer populations Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook Experience in a multi-unit organization is preferred
Salary Range:
The salary for this position is anticipated to range between $60,073 and $75,091 per year plus incentive.
Pay is based on the qualifications necessary for the position, including experience, training and other considerations permitted by law. We consider qualified applicants with arrest and conviction records in accordance with applicable law.
Benefits and Well-Being:
We offer a competitive benefits package, including 6 paid holidays, 1 paid floating holiday and up to 20 days of Paid Time Off per year, Medical/Dental/Vision insurance, Company-matching 401(k), Employee Stock Purchase Program, and Tuition Reimbursement, in addition to other programs and perks. More details about our benefits can be found by copying and pasting this URL into your browser: https://bit.ly/24benefits .
TrueBlue, Inc. and its brands welcome and encourage applications from candidates with disabilities. Accommodations are available upon request for candidates taking part in the application or interview process. If you require disability-related accommodation during the application or interview process, please contact your Recruiter directly, Employee Relations at HR-Advice@trueblue.com , or 1-800-610-8920. TrueBlue, Inc. and its brands will consult with all applicants who request disability-related accommodation during the application or interview process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.