Senior Specialist, Customer Care - XPO NAT Solutions LLC
Marietta, GA 30006
About the Job
RXO is a leading provider of transportation solutions. With cutting-edge technology at the center, we’re revolutionizing the industry with our massive network and commitment to finding solutions for every challenge. We create more efficient ways for shippers and carriers to transport goods across North America.
$500 sign-on bonus offered to eligible participants hired while the program is in effect, paid in two installments. Bonuses are subject to all applicable taxes. All other rules governing this program will apply. Current employees and contract workers are not eligible.
As the Senior Specialist, Customer Care, at RXO you will deliver exceptional service to our customers and the internal team. Are you ready to put your skills to work for a rapidly growing company? On our team, you’ll have the support to excel at work and the resources to build a career you can be proud of.
What your day-to-day will look like:
- Review, audit, and score customer care calls to ensure professionalism and compliance with RXO standards
- Locate training opportunities and submit to department leadership, based on recurring issues
- Locate process gaps and construct a process document to cure and enhance fluid procedures
- Construct and submit weekly reports to each department providing a list of trending issues, opportunities for growth and/or department trends
- Host monthly calibration meetings with department leadership to ensure accuracy of quality assurance process and departmental procedures/policies
- Train newly hired employees on all current policies and procedures
- Update HD manual (as needed) to ensure accuracy and improve the overall customer experience
- Weekly report to department leadership on top & bottom performers
- Other projects and assignments as needed
What you’ll need to excel:
At a minimum, you’ll need:
- High School Diploma or equivalent
- 2 years of Customer Service Experience in a Call Center Environment
- Strong Fluency user of Windows applications and Microsoft Office programs such as MS Project, Word, Excel and PowerPoint
It’d be great if you also have:
- 1-3 years of logistics or transportation experience
- Understanding of widely known and emerging tools, technologies and social applications
- Ability to act as subject matter expert and provides training, troubleshooting and other support for software applications managed by business unit (i.e. CLM, Route Planner, ADMS)
- Demonstrated group presentation skills and excellent negotiation skills to deal effectively with individuals and groups within and outside the organization
- Ability to perform complex analysis of data, processes, policies, procedures and/or systems
In this role, you’ll be supported by a passionate team motivated by fast-paced innovation and the desire to deliver for customers. We’re a company where you can continually advance your career, no matter your background - the opportunities are endless and yours for the taking. If you’re driven and looking for a place to grow, come join us.
Does this sound like you? Check out what else RXO has to offer.
Massive Benefits
- Competitive pay
- Health, dental and vision insurance
- 401(k) with company match
- Life insurance, disability
- Employee Assistance Program (EAP)
- Paid time off
- Tuition reimbursement program
Our Culture
We do great things when we are inclusive and work together. To perform with excellence, we learn from one another, value diverse perspectives, operate safely, and build strong relationships. We welcome everyone regardless of background, identity or ability.
The Next Step
Ready to join our team? We’d love to hear from you. Fill out an application now and join our talent community to learn about future opportunities.
We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.
All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test.
The above statements are not an exhaustive list of all required responsibilities, duties and skills for this job classification.