Helpline Operator Jobs in Florida (NOW HIRING)

Location: Onsite, Jacksonville  

Schedule: Monday–Friday 9am-6pm

What work will you perform?

In this role, you'll serve as a trusted resource, guiding Owner Operators (known internally as Business Capacity Owners or BCO's ), customers, Landstar Agents, and shippers through a variety of situations while delivering exceptional service over the phone. Success comes from your ability to actively listen, build rapport with people from diverse backgrounds, communicate confidently with individuals who may have different communication styles, and accurately document important information while navigating multiple systems simultaneously. Every day offers new opportunities to make a meaningful impact by providing guidance, resolving issues, and creating positive customer experiences while developing skills that can lead to future growth within the organization.

Essential Responsibilities:

• Review and research hazardous material shipping papers for required entries, per regulations
• Identify root cause of hazmat violations on hazardous material shipments, shipping papers, and DOT roadside inspections
• Resolve hazardous material non-compliance issues by counseling internal/external customers including, but not limited to owner operators, shippers, bill to customers, agents and their staff in an effective and professional manner
• Monitor and follow-up to ensure compliance with company requirements and regulations
• Assist internal/external customers with online training
• Compose and submit challenges for incorrect violations issued on roadside inspections
• Notify trainees of re-current hazmat training due dates and follow up
• Notate Hazmat Helpline calls and counseling
• Other duties as assigned

Required Minimum Experience and Education:

• High School Diploma or equivalent.
• 1 year administrative customer support

Preferred Experience and Education:

• 6 months experience in regulatory compliance or safety
• 6 months transportation experience
• 6 months customer support contact center or helpdesk experience

Knowledge, Skills, and Abilities:

• Ability to provide guidance, coaching, and counseling to customers while balancing empathy with adherence to company policies and procedures
• Proven ability to thrive in a fast-paced, high-volume environment while maintaining accuracy, efficiency, and attention to detail.
• Exceptional verbal communication skills with the ability to build rapport and maintain professionalism in every customer interaction.
• Strong organizational and time management skills with the ability to prioritize competing tasks and manage frequent interruptions.
• Ability to communicate effectively with individuals from diverse backgrounds, personalities, and cultures, including understanding a variety of regional and international accents.
• Strong multitasking skills with the ability to navigate multiple systems, websites, portals, and software applications while engaging with customers over the phone.
• Demonstrated ability to remain calm, patient, and professional when handling challenging, emotional, or difficult conversations.
• Strong organizational and time management skills with the ability to prioritize competing tasks and manage frequent interruptions.

**This job posting is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee.  Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.