Compliance Support Specialist - Drug & Alcohol Program Focus
Job at a glance
Description Location: Remote – must reside in Texas or Florida Department: Operations Reports to: Compliance Support Supervisor/Manager 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 Service 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 comp