Director Customer Service

The role of the Director of Customer Service is a critical part of growing the ProDrivers brand. This role will intently focus on ensuring that applicants move quickly, efficiently and compliantly through the application process, and ensure that every candidate is handled with utmost care and respect along every step of the way. Their experience, insight, focus, organization and accountability will help the teams they support as well as Senior Leadership create the strategies necessary to grow the brand and put more drivers to work.

Essential Job Functions:

• Expertise and demonstrated performance in servant leadership, navigating customer service issues, as well as a focus centered on "People Matter" in every interaction with internal staff, drivers and clients

• Create, measure and lead teams to achieve established KPIs and ensure that branches are satisfied with their respective team performance

• Work closely with all Centralized Recruiters and DOT File Processors to ensure that files are 3-year complete according to DOT hiring guidelines

• Ensure that Centralized Recruiters, DOT File Processors teams utilize best practices in recruiting and onboarding SOPs and they are consistent throughout all regions

• Expertise in best practices in recruiting within Transportation, including compliance, DOT Hiring guidelines and attracting talent

• Ability to source, read, and analyze multiple data sets from sources such as Excel and Microsoft Dynamics CRM

• Work directly with all Branches and Leadership to identify pain points, create strategic plans for growth, and follow up consistently to ensure process improvement adoption in the areas above

• Review application dashboard in CRM and consistently monitor driver application progress KPIs and files in process to ensure timely completion and compliance

• QA cross-section of files for compliance and completion and contact team members as needed to make corrections

• Create, maintain and monitor schedule for Centralized Recruiters and File Processors

• Be available when necessary to enter rotating call queue to assist drivers as needed when contacted by a Centralized Recruiters

• Analyze and make recommendations on application process and speed-to-hire with an eye towards increasing hiring percent, retention and creating a longer-term workforce

• Use CRM to manage drivers in process and document all job activity

Education, Qualifications & Experience:

• Minimumof 5+years ofwork-relatedexperience preferred

• Knowledge of DOT Hiring guidelines

• Excellent interpersonal and communication skills

• Ability to work independently and self-direct

• Strong computer skills including experience with Microsoft Dynamics CRM, Salesforce, Bullhorn, MS Office, Outlook (preferred), and/or the ability to quickly learn new systems

• Strong multi-tasking skills and the ability to follow through with an appropriate sense of urgency

• Enjoy working in a high volume, fast-paced environment

• Patience and ability to effectively work with people from all socio-economic backgrounds

Work Environment

Remote work preferred. Must be able to work from home in a space that can accommodate full-time working conditions, including a dedicated, distraction-free workspace.

• Must be professional in all interactions including clients, internal branch and back-office teams. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.This role routinely uses standard office equipment such as computers, photocopiers, and phone systems.

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  Comprehensive Medical, Dental & Vision benefits starting on the first of the month following hire date
  
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  Prescription Drug Benefits
  
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  8 Paid Holidays per year
  
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  Paid Time Off
  
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  401(k)
  
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  Wellness Program
  
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  Parental Leave
  
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  A variety of career paths and encourage promotion from within.