• Provide inbound call support in both English and French • Respond to inbound customer inquiries in both English and French via email, ensuring prompt and accurate resolution. • Conduct outbound calls in both English and French to resolve customer requests as needed. • Troubleshoot common issues related to products, services, or accounts and escalate complex cases to the appropriate team. • Provide end to end support during scheduled weekend shifts, monitoring trips and addressing disruptions (e.g., delays, cancellations, route changes). • Assist customers, drivers, or operations teams with urgent support requests and serve as the primary point of contact. • Manage unexpected events (e.g., traffic, vehicle breakdowns, weather issues) by coordinating alternative solutions. • Communicate clear and timely updates to customers and drivers about any trip changes. • Build and maintain positive relationships with customers to ensure satisfaction and retention. • Educate customers on Department of Transportation (DOT) rules and regulations. • Follow up with customers to confirm their needs were met after resolving issues. • Collaborate with internal teams to ensure smooth and efficient customer experiences. • Track and monitor service requests, escalating operational delays when necessary. • Maintain detailed and accurate records of customer interactions in ticketing system. • Adhere to company policies, procedures, and service-level agreements (SLAs). • Escalate critical issues, such as service failures or safety concerns, to the appropriate teams for resolution. • Partner with team leads or managers for escalated support or policy exceptions. • Provide reassurance and solutions to customers experiencing disruptions. • Stay up-to-date with product updates and service changes.