Job Description

Level: Experienced
Job Location: Johnson City Operations Center - Johnson City, TN 37604
Position Type: Full Time
Salary Range: $20.00 - $24.00 Hourly

We are seeking a high-performing Elite Customer Solutions Experts (ECSE) to join our mission-critical operations team.  This is not a traditional “customer service” role; it is a high-stakes, multi-channel coordination position requiring the instincts of an air traffic controller and the communication skills of a seasoned professional.
In this role, ECSE agents don’t just answer phones – they orchestrate outcomes.  They oversee the entire lifecycle of multiple active events – from the moment of break down on a busy highway to the moment it is safely serviced and back on the road or the time it reaches its final destination.
This is a premier position within a fast-paced environment where your ability to multi-task directly impacts lives and road safety.  This team will have the autonomy to solve problems creatively and the responsibility of protecting our most valuable client relationships.  We provide the tools and the data; you provide the intuition and the execution.
This role requires a unique blend of logistics mastery and empathy, as you will serve as the lifeline for motorists, ensuring that every link in the service chain is moving with precision.  This is an opportunity to be the “Air Traffic Controller” of the highways, managing real-time assets and intervening at the first sign of delay to ensure that no driver is left behind.
This team will operate on a Monday through Friday mid-shift schedule - 10 AM to 6:30 PM.

Qualifications

Required Qualifications/Skills
- Ability to track 5-10 moving part simultaneously without losing focus.
-  The ability to fix a problem; identify a solution and act.
- Ability to de-escalate high-stress situations and effectively build trust and rapport with both members and providers.
- Ability to transition from  one event to another without missing a beat.
- Calm and professional tone.
- Proficiency with multi-monitor setups, CRM tools, and real-time tracking software.
- Three plus (3+) years experience in customer service or similar industry.
- Exceptional verbal and written communications skills, with the ability to provide clear directives to field/internal teams.
- Adaptability and comfort with shifting priorities and a fast-paced, evolving environment.
Preferred

Qualifications
- Bilingual English/Spanish
- Bachelor's degree from an accredited instituion
Benefits
- Flexible work environment with advancement opportunities
- Health benefits including Health, Dental, and Vision plans
- Life & AD&D and Long-Term Disability
- 401(k) Coming Soon!
- Paid Time Off after 90 days
- Monday through Friday schedule
- Mid Shift - 10 AM to 6:30 PM