Compliance Support Specialist - Drug & Alcohol Program Focus

Job Description

Job Description

Description:

Do You Thrive on Solving Problems Others Can't?

We're looking for a highly motivated, analytical professional to join our Drug & Alcohol Testing Team. This isn't a script-reading customer service role. We're seeking someone who enjoys investigating issues, identifying solutions, and taking ownership from start to finish.

Every day, you'll support companies ranging from single-truck owner operators to large commercial fleets as they navigate complex drug and alcohol testing requirements. You'll serve as a trusted resource to customers, helping them remain compliant while managing time-sensitive and highly regulated processes.

Phone communication is a pivotal part of this position. This role requires regularly answering inbound calls in a contact center environment and conducting proactive outbound outreach to clients. Candidates should be comfortable spending a significant portion of the workday speaking with customers by phone, including during time-sensitive or complex situations.

The ideal candidate is naturally curious, thinks critically, communicates with confidence, and can often resolve issues independently before escalating them for assistance.

What You'll Do

• Serve as a primary point of contact for customers by answering inbound calls in a contact center environment and conducting proactive outbound phone outreach related to drug and alcohol testing programs.
• Clearly and professionally communicate regulatory requirements by phone and through written correspondence to fleet owners, drivers, and designated employer representatives.
• Coordinate time-sensitive testing notifications while protecting the integrity of the testing process.
• Analyze customer situations and determine the most appropriate resolution based on regulatory requirements and company procedures.
• Research complex customer issues, identify potential solutions, and take ownership through completion.
• Maintain detailed and accurate records of customer interactions and compliance activities.
• Support random testing programs for thousands of consortium participants across the country.
• Assist customers with enrollment, compliance questions, documentation requests, and testing requirements.
• Monitor compliance-related deadlines and follow up proactively with customers as needed.
• Partner with teammates and leadership to identify process improvements and enhance the customer experience.

What Makes Someone Successful in This Role?

You may be a great fit if you:

• Naturally take ownership of problems rather than waiting for someone else to solve them.
• Enjoy investigating situations, gathering information, and determining the best course of action.
• Comfortable handline frequent inbound and outbound customer calls and can communicate confidently in a contact center environment.
• Can confidently make decisions within established guidelines.
• Remain organized and detail-oriented while managing multiple priorities.
• Communicate professionally with customers in stressful or time-sensitive situations.
• Have strong judgment and understand when to resolve an issue independently versus when to seek support.
• Can adapt quickly when regulations, procedures, or priorities change.
• Are comfortable balancing compliance requirements with exceptional customer service.

Preferred Background

We'd love to hear from candidates with experience in:

• Transportation or trucking industries
• Compliance or regulatory environments
• Customer service or customer support
• Logistics or fleet operations
• Drug and alcohol testing programs
• Safety, risk management, or auditing
• Administrative or operational support roles requiring independent decision-making.

Why This Role Matters

The work performed by our Drug & Alcohol Testing Team helps motor carriers and drivers remain compliant with federal and industry requirements. Your attention to detail, problem-solving ability, and customer guidance will directly impact our customers' ability to operate safely and compliantly.

If you're someone who enjoys tackling challenges, finding solutions, and being trusted to make sound decisions, we'd love to hear from you.

Requirements:

Required Skills/Abilities

• Excellent verbal and written communication skills.
• Outstanding interpersonal and customer service skills.
• Ability to convey information clearly and professionally.
• Patient and empathetic approach to customer interactions.
• Strong organizational skills with meticulous attention to detail.
• Proven ability to manage time effectively and meet deadlines.
• Ability to prioritize tasks and manage multiple responsibilities.
• Capability to function well in a high-paced and occasionally stressful environment.
• Maintain composure and professionalism under pressure.
• Strong analytical and problem-solving skills.
• Quick learner with the ability to adapt to new technologies and evolving procedures.
• Proficient in Microsoft Office Suite or related software.
• Ability to collaborate with cross-functional teams and assist colleagues when needed.
• Ability to document and manage customer interactions accurately using internal systems.

Qualifications

• Education: High school diploma or equivalent required. Associate’s or bachelor’s degree in a related field preferred, but not required.
• Experience: 6+ months experience in customer service, administrative support, or regulatory documentation. Experience in transportation, compliance, logistics, or government documentation is a plus.
• Internal applicants: 6+ months successful demonstration of current position responsibilities, approval from current manager, and a relevant combination of education and experience.
• Candidates who do not meet the specified educational or experience requirements but possess equivalent qualifications and relevant experience may be considered for this position. The company will assess candidates on a case-by-case basis to determine their suitability for the role based on their overall qualifications, skills, and demonstrated capabilities. The decision to consider education and experience equivalencies will be at the sole discretion of the hiring team and will comply with applicable laws and regulations.

Technology Requirements

To successfully perform the essential functions of this position, the individual must have access to a reliable computer, internet connection, and virtual meeting equipment that meet the following requirements:

• A desktop or laptop computer running Windows 11, full version or macOS Sonoma 14 or later.
• A minimum of 8 GB of RAM and an Intel Core i5 or equivalent processor.
• Built-in Wi-Fi, with Wi-Fi 5 or 6 preferred. An Ethernet connection or port is recommended.
• A reliable broadband internet connection, such as cable, DSL, or fiber-optic, with minimum download and upload speeds of 40 Mbps.
• A functional webcam, microphone, and speakers or headset capable of supporting clear video and audio during virtual meetings.
• The ability to remain on camera and actively participate in virtual meetings as required.
• A professional, adequately lit workspace that allows the individual to be clearly visible and heard during virtual meetings.
• The ability to install, access, and use company-required applications, including Microsoft Teams, Dialpad, NordLayer VPN, Datto Antivirus, Datto RMM Agent, and Microsoft OneDrive.
• The ability to maintain required security, antivirus, VPN, remote monitoring, and file-storage applications without disabling, removing, or interfering with company-required security controls.
• All company work files must be stored in Microsoft OneDrive. Personal cloud storage accounts, USB drives, or other third-party storage solutions may not be used without prior review and approval from IT

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities. Equal Opportunity Employer/Veterans/Disabled