Agent Support Representative

Description About ARL Network ARL Network is a transportation company offering both asset-based and brokerage services, supported by a nationwide network of 40+ independent agent terminals. Our agents run their own books of business. Our job at the corporate office is to make that as easy as possible. The Agent Support team is where that promise is kept or broken: it is the first place an agent turns when a settlement looks wrong, a carrier needs setting up, or a customer credit decision is holding up a load. The Role You will be a primary point of contact for our brokerage agent terminals, owning the day-to-day requests that keep freight moving and agents paid accurately and on time. This is a high-volume, relationship-driven role. You will work out of a shared Front inbox, triage and resolve agent requests, and coordinate across Carrier Payables, Carrier Invoices, Credit, Safety, and Operations to close the loop. The role is built to grow. You will start with brokerage agents, where the workflows are most repeatable, and over your first 12 to 18 months you will be trained into the asset-based side of the network, including equipment leases, driver compliance, insurance, and claims coordination, until you can support both sides of the business with confidence. Work Arrangement This position is based at our headquarters at 1155 Stoops Ferry Road, Coraopolis, PA 15108, on ARL's standard hybrid schedule: four days in the office and one day remote each week. For candidates with prior experience on TAI or comparable brokerage platforms, we are open to a fully remote arrangement. Remote candidates must be based in the United States. Requirements What You Will Do Front-Line Agent Response Own the queue. Serve as first responder in the shared Agent Support inbox, acknowledging agent requests quickly, resolving what you can directly, and routing what you cannot to the right internal team with full context. Close the loop. Track open items through to resolution rather than handing them off and moving on. Agents should never have to ask twice. Know the network. Build working relationships with agent terminals so you recognize their people, customers, lanes, and recurring pain points by name. Settlements and Commissions Discrepancy research. Reconcile settlement questions against load and invoice records, identify the root cause (missing paperwork, rate discrepancy, mapping error, short pay), and communicate the answer in plain language. Balance and chargeback tracking. Monitor terminal balances, cancelled terminal balances, and chargeback items, escalating aging or unusual items to the Director of Agent Relations. Systems and Account Administration Agent access. Set up and maintain agent email accounts, system logins, and permissions; keep the roster clean as agents and their staff come and go. Network records. Maintain accurate terminal and contact records in ARL's systems and internal network directory. Reporting and Communication Recurring reporting. Prepare and distribute recurring agent-facing reports, including weekly sales reports, outstanding invoice and aging lists, and performance summaries. Network announcements. Assist with network-wide communications, training invitations, and bulletins, and follow up with terminals that have not responded or attended. Meeting support. Support monthly terminal touch base calls with agenda preparation, note-taking, and open-item tracking. How This Role Grows This role is intentionally phased. We would rather you master one side of the business than be stretched thin across both on day one. Months 1 to 6, Brokerage Proficiency: Learn ARL's brokerage workflows, systems, and internal teams. Own the brokerage agent queue with support. Build fluency in settlements, carrier setup, and customer credit. Months 6 to 12, Asset-Based Exposure: Understand how an asset-based agent terminal differs from a brokerage terminal. Sit in on asset-based agent calls and handle straightforward requests under guidance. Build relationships with Safety, Claims, and Operations. Months 12 to 18, Full Network Support: Serve as a confident point of contact for both brokerage and asset-based agent terminals, with independent ownership of routine requests on both sides and sound judgment about when to escalation. Base pay progresses with each milestone as you demonstrate the competency for the next phase. What Success Looks Like Responsiveness: Agent requests are acknowledged same-day and resolved within agreed timeframes. Accuracy: Settlement and reporting questions are answered correctly the first time, with the supporting detail attached. Reduced escalation: Fewer routine agent issues need to reach the Director of Agent Relations or executive team. Agent confidence: Terminals proactively bring you their problems because they trust you will handle them. What You Bring Experience: 2+ years in transportation, logistics, or freight brokerage operations, or in a customer support role with comparable transaction volume and complexity. Communication: Clear, professional written and verbal communication. You can explain a settlement discrepancy or a credit decision to a frustrated agent without making it worse. Organization: Proven ability to manage a high volume of concurrent requests without losing track of open items. Systems aptitude: Comfortable working in a TMS, a shared inbox platform, and Microsoft Excel and Outlook; able to pick up new tools quickly. Judgment: You know the difference between a question to answer, a problem to solve, and an issue to escalation. Nice to Have Agent network experience: Prior experience supporting independent agents, agent terminals, or a franchise or dealer network. Brokerage background: Familiarity with carrier onboarding, rate confirmations, carrier payables, and freight invoicing cycles. Platform familiarity: Experience with TAI or comparable brokerage platforms. Asset-based exposure: Working knowledge of driver qualification files, equipment leases, DOT compliance, or cargo and liability insurance. Reporting skills: Experience building or maintaining recurring reports in Excel; comfort with AI platforms (Claude, Co-Pilot) and basic data cleanup. Who Fits Our Team Service-minded: You treat agents as business owners and partners, not ticket numbers. Curious: You want to understand why a process works the way it does, not just what button to push. Steady: Freight moves fast and problems arrive at inconvenient hours. You stay level and prioritize well. Collaborative: You build goodwill with the internal teams you depend on, because that is what gets an agent's issue solved. Our Core Values Lunch Pail Mentality Own It Everyone Is Our Customer Passion for Greatness Compensation and Benefits Pay: $52,000 to $62,000 per year ($25.00 to $29.81 per hour), based on experience. This is an hourly, non-exempt position eligible for overtime. Health: Health coverage through an Individual Coverage Health Reimbursement Arrangement (ICHRA). Time off: Paid time off and paid sick time. Working Conditions Schedule: Full-time, standard business hours with occasional after-hours flexibility during peak periods. Travel: Limited. Occasional travel may be requested for agent terminal visits, network meetings, or industry events. Environment: Office or home-office setting with extended periods of computer and phone work. Equal Opportunity ARL Network is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. #J-18808-Ljbffr