Strategic Account Support Associate
About PrePass
PrePass® is North America's most trusted weigh station bypass and toll management platform. We’re transforming how the transportation industry operates—creating solutions that keep trucks moving safely, efficiently, and compliantly. This means making bold decisions and building systems that support not only fleets but the broader economy. It all starts with enabling commercial vehicles to keep rolling with seamless toll management, weigh station bypass, and safety solutions. It’s what we do best, and we do it to meet the demands of the road every day.
That’s why people join us: our solutions are implemented in real-time, on highways and interstates across the nation, helping fleets go farther, faster. This work challenges and rewards, presenting complex problems that need ambitious answers. We hire bold thinkers with a heart for impact, a passion for progress, and the optimism to shape the future of transportation.
About the Role
We are looking for a Strategic Account Support Associate to join our dynamic Customer Care team. This role ensures our most strategic customers receive timely, high-impact support and solutions. You will act as a problem solver and customer advocate, working closely with Account Management to deliver outstanding service to our largest and most important customers. You will manage escalations, troubleshoot issues, and provide strategic support to enhance the overall customer experience. This is a hybrid role, based out of our Downtown Phoenix office.
Essential Responsibilities
Customer Account Management & Support
- Maintain detailed client portfolios, including contact information, interaction history, and relevant account details.
- Manage and prioritize multiple responsibilities, including client accounts, troubleshooting, and identifying opportunities for process and product enhancements.
- Process special requests for larger customers, including vehicle adds, deletes, transfers, and plate updates.
- Respond to inbound customer calls and chats for assigned accounts, ensuring prompt, thorough, and professional communication.
Cross-Functional Collaboration
- Collaborate with cross-functional teams, including Billing and Sales, to resolve customer issues efficiently and effectively.
- Partner closely with Account Management teams to support escalations and strengthen customer relationships.
- Identify upselling opportunities and take proactive action to enhance client partnerships.
Industry & Product Knowledge
- Stay up-to-date on industry developments and market trends to better serve customers.
- Maintain working knowledge of PrePass tools, systems, and processes to support accurate and efficient issue resolution.
Requirements
Qualifications
Required
- High school diploma or GED equivalent.
- 2+ years of customer service or sales experience, ideally in a call center or account support environment.
- Strong analytical and problem-solving skills with a keen eye for detail.
- Excellent written and verbal communication skills.
- Proficiency with MS Excel, particularly in creating and maintaining spreadsheets.
- A customer-focused attitude and the ability to work well under pressure.
Preferred Experience
- Experience in client-facing roles within a fast-paced environment.
- Ability to multitask and manage shifting priorities with a strong sense of urgency.
- Familiarity with upselling or identifying new service opportunities within existing client accounts.
- Presentation skills.
Benefits
How We Will Take Care of You
- Robust benefit package that includes medical, dental, and vision that start on date of hire.
- Paid Time Off, to include vacation, sick, holidays, and floating holidays.
- 401(k) plan with employer match.
- Company-funded “lifestyle account” upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
- Tuition Reimbursement Program.
- Voluntary benefits, to include but not limited to Legal and Pet Discounts.
- Employee Assistance Program (available at no cost to you).
- Company-sponsored and funded “Culture Team” that focuses on the Physical, Mental, and Professional well-being of employees.
- Community Give-Back initiatives.
- Culture that focuses on employee development initiatives.
Join Us
At PrePass, our mission drives us.
We invest in relationships. We challenge ourselves to innovate and improve. We win together. Simply put, we live our Core Values.
Ready to help move the transportation industry forward? Join us and let’s drive progress—together.