Job Description

Nation Safe Drivers has been in business for 60 years and offers the rare opportunity to earn ownership stocks! With a stellar reputation as an industry leader in the Automotive Industry and one of the finest places to work in South Florida, we are excited about expanding our team. Our beautiful State-of-the-Art Corporate Headquarters is located in the heart of Boca Raton's thriving business park district. Employees are valued at NSD and enjoy a fun corporate culture, a supportive leadership team and excellent benefits.

Position Summary:

Tier 1 Client Relations Representatives are the frontline ambassadors of the company. They play a critical role in managing initial client/member interactions, triaging concerns, collecting actionable feedback, and monitoring key accounts to maintain service excellence.

Duties and Responsibilities:

• Answer incoming phone calls and assist with general questions or concerns related to services, billing, or account status.
• Submit and categorize Jira tickets for issues requiring further investigation, ensuring accurate information is captured for efficient handoff.
• Proactively contact members to follow up on survey responses, clarify feedback, and document key insights for internal improvement.
• Perform daily DID (Direct Inbound Dialing) checks for platinum accounts to detect and address service issues proactively.
• De-escalate member concerns to prevent them from progressing into formal complaints or escalations.
• Track patterns in call reasons and flag recurring concerns to Tier 2 or management.
• Educate members on self-service tools and resources when appropriate to promote efficient resolution.

Skills and Experience:

• Strong verbal communication and customer service skills to build rapport and trust quickly.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• High attention to detail and accuracy in documenting member interactions and issue categorization.
• Empathy and active listening to support positive client/member experiences.
• Familiarity with call center systems and basic ticketing platforms like Jira.

Hours Required: Monday to Friday 8:30AM to 5:00PM or as needed

**NSD maintains a drug-free workplace and performs pre-employment substance abuse testing.

Nation Safe Drivers provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, pregnancy, marital status, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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