Field Support Specialist

Job Summary:

The Field Support Specialist provides superior customer service and administrative support to drivers, Human Resources, and Field Operations in a fast-paced Driver Support Center environment. This role responds to and resolves driver inquiries related to HR processes, field operations, recruiting, onboarding, compliance, and learning and development. The Field Support Specialist helps ensure requests are handled accurately, efficiently, professionally, and in accordance with company policies and applicable employment regulations.

 Why Join PTI?

• Multiple health plan options, including medical, dental, vision, and supplemental insurance
• Paid vacation, sick time, and holiday pay, with overtime opportunities
• 401(K) retirement plan for your future
• Discounted cell phone plans with Verizon and AT&T
• Free Planet Fitness membership (Evansville, Henderson, Owensboro locations)
• Room for advancement within a rapidly expanding company

Responsibilities:

 Customer Service & Employee, and HR Support

• Serve as the first point of contact for drivers, management, and Field Operations while providing superior customer service.
• Provide professional and timely assistance through phone, Teams, email and ticketing systems.
• Resolve routine and moderately complex inquiries independently whenever possible, escalating issues only when needed. 
• Educate drivers on PTI policies, procedures, technology tools, and available resources. 
• Maintain professionalism, accuracy, and a high level of customer service during all interactions. 
• Perform administrative, operational, and customer service duties requiring independent initiative and sound judgment. 
• Guide drivers and internal customers in using self-service resources and PTI technology tools. 
• Provide timely status updates on pending issues and ensure customers have the information needed for resolution.
• Work with internal departments, including Payroll, Benefits, Talent Acquisition, Human Resources, Accounting, Finance, IT, and Compliance, to support accurate records, issue resolution, and process improvement initiatives.
• Coordinate with appropriate teams to research, resolve, and follow up on driver or employee support requests.
• Support driver engagement and retention efforts through timely, accurate, and service-focused communication.
• Maintain confidentiality and protect employee data in accordance with company policies, procedures, and applicable state, federal, and regional employment laws and regulations. 
• Serve as a subject matter resource for assigned processes, policies, and tools, providing guidance and direction as needed. 
• Assist the HR team with credentialing, program documentation, and qualification tracking as required. 
• Identify opportunities to improve support processes, data accuracy, and customer experience.

 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:

Education:

• High School Diploma or GED required. 
• Associate degree in human resources, Business Administration, or related field preferred. 

Experience:

• 0–2 years of administrative, customer service, onboarding or HR experience. 
• Previous experience in a call center, customer service, entry level HR role, or high-volume work environment preferred. 

 Other Knowledge, Skills, Abilities & Competencies:

• Demonstrate the ability to solve problems and handle sensitive and confidential situations and information with discretion.
• Demonstrate a strong customer-centered service philosophy.
• Demonstrates exceptional verbal, written, and active listening skills while remaining professional during stressful interactions.
• Strong attention to detail.
• Strong interpersonal abilities to deal effectively with customers and business contacts at all levels.
• Demonstrate strong organizational skills while effectively handling multiple tasks in a fast-paced business environment with competing priorities.
• Compliance with HR documentation requirements.
• Proficiency in Microsoft Office (Word, Excel, Outlook), HRIS systems, and skilled learning new technical systems as needed.
• Ability to navigate multiple software systems simultaneously.
• Basic knowledge of HR practices and employment laws is preferred.

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.