Customer Service Representative - Hybrid

XPO•Ann Arbor, MI

19h•Hybrid

About The Position

The Customer Service Representative at XPO provides service to internal and external customers and coordinates assistance for incidents involving company employees and equipment. The role receives calls about accidents, injuries, and roadside breakdowns from employees, the motoring public, law enforcement, claims adjusters, and the Casualty Claims department. It also coordinates repairs and breakdown assistance with service centers and vendors for trucks, trailers, and dollies. The representative performs clerical work such as answering and directing calls, data entry, invoice payment, cross-training, and training new team members. The role collaborates with employees across departments and organizational levels, supports the team as needed, and works to resolve issues with customers and service center personnel. The position requires flexibility and the ability to follow directions while adapting to changing conditions and expectations.

Requirements

At least 1 year of related work experience in a call center environment.
Excellent typing and 10-key skills.
Experience with Microsoft Office.
Availability to work a variety of shifts, including days, evenings, nights, and weekends.
Ability to work independently with little or no supervision and/or in a team environment.

Nice To Haves

Familiarity with DOT regulations.
Transportation experience.
Ability to work independently with little or no supervision and/or in a team environment.
Excellent verbal and written communication skills.
Positive, can-do attitude to achieve goals.
Excellent interpersonal and communication skills to effectively interact with internal and external customers, law enforcement, claims adjusters, and others, and to influence business or function leaders.
Strong organizational and investigative skills.
Creativity and good judgment in problem-solving and communications.

Responsibilities

Receive calls from employees involved in accidents, injuries, or roadside breakdowns, as well as from the motoring public, law enforcement, claims adjusters, and the Casualty Claims department.
Perform general clerical duties, including answering and directing phone calls, cross-training, training new team members, data entry, and invoice payment.
Coordinate service repairs and breakdown assistance between service centers and vendors for company equipment, including trucks, trailers, and dollies.
Collaborate with executives, Safety Managers, Shop Managers, Linehaul, and other departments.
Follow directions while remaining engaged, productive, flexible, and adaptable to changing conditions and expectations.
Provide team support as needed and recognize the effect individual contributions can have on team credibility and customer satisfaction.
Provide service excellence to internal customers.
Collaborate with customers and service center personnel to resolve issues.