Purpose/Job Function:

The FAP Specialist II role is responsible for providing personalized service for each of our carrier contacts. This position is the primary contact for any carrier questions or concerns pertaining to invoice processing or website functionality. In addition, this role is responsible for upholding our core values: Ethics, Engagement, and Excellence.

Essential Functions:

• Act as primary contact for carrier contacts through a dedicated mailbox for incoming carrier emails and dedicated line for incoming carrier calls.
• Provide initial technical support to the carrier for all website concerns. (troubleshooting, error messages, training for new contacts, etc.)
• Be the liaison between the carrier and internal departments with any request received. 
• Research direct carrier inquires or concerns (as needed) in order to obtain resolution.
• Communicate and work directly with other departments via email, helpdesk ticket, phone and face-to-face to communicate carrier needs and ensure that the best approach/action is taken.
• Work as a team to maximize operational effectiveness and provide excellent customer service to our carriers.
• Assist carriers who have requested access to payment detail in our system.
• Communicate with carriers and Account Manager to resolve billing issues.
• Recognize opportunities for improvement suggestions for both client specific and internal processes.  
• Maintain knowledge of the needs of the client as well as how those needs are met within the architecture and daily routines within the AFS system/company.
• Participates in special projects and other assigned duties as requested

Qualifications and Requirements:

• Must have strong organizational and “follow-up” skills
• Ability to provide sound problem solving
• Exceptional communication, both written and verbal skills required 
• Ability to work independently and with minimal supervision
• Strong computer skills with MS Office Suite, basic Excel knowledge required
• High energy, high engagement, high trust team player 
• Strong relationship building and communication skills
• Ability to work independently -- self-motivated 
• Disciplined organizational and multi-tasking skills with a strong attention to detail
• Demonstrates the ability to connect with others on a personal level and be transparent with teammates, customers, and leaders

Education/Experience:

• Minimum of two years’ experience in a customer service or related environment
• Knowledge of the transportation industry, preferred 

Working Conditions: This position will conduct work in front of a computer for long hours at a time and may cause eye irritation or even muscle strain.  

Customary Work Hours: 8:00 A.M. to 5:00 P.M., Monday through Friday.

AFS is an equal opportunity employer and prohibits discrimination and harassment of any kind: AFS is committed to the principle of equal employment opportunity for all teammates and to provide teammates with a work environment free of discrimination and harassment.