Senior Specialist, Customer Care

RXO • Marietta, GA

2d

About The Position

At RXO, the Senior Specialist, Customer Care delivers exceptional service to customers and the internal team. The role supports quality assurance and continuous improvement by reviewing customer care interactions, identifying training opportunities and process gaps, reporting trends and performance, and helping ensure employees follow current policies and procedures. Compensation is $20 per hour.

Requirements

• High school diploma or equivalent.
• At least 2 years of customer service experience in a call center environment.
• Strong fluency using Windows applications and Microsoft Office programs, including MS Project, Word, Excel, and PowerPoint.

Nice To Haves

• 1–3 years of logistics or transportation experience.
• Understanding of widely known and emerging tools, technologies, and social applications.
• Ability to act as a subject matter expert and provide training, troubleshooting, and other support for business-unit-managed software applications, such as CLM, Route Planner, and 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.

Responsibilities

• Review, audit, and score customer care calls to ensure professionalism and compliance with RXO standards.
• Identify training opportunities based on recurring issues and submit them to department leadership.
• Identify process gaps and create process documents to improve and clarify procedures.
• Prepare and submit weekly reports for each department covering trending issues, growth opportunities, and department trends.
• Host monthly calibration meetings with department leadership to ensure accuracy in the quality assurance process and departmental procedures and policies.
• Train newly hired employees on current policies and procedures.
• Update the HD manual as needed to ensure accuracy and improve the customer experience.
• Report top and bottom performers to department leadership weekly.
• Complete other projects and assignments as needed.

Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) retirement plan with up to 5% company match.
• Pre-tax accounts to help streamline eligible expenses.
• Company-paid disability and life insurance.
• Employee Assistance Program (EAP).
• Career and Leadership Development Programs.
• Paid time off, company holidays, and volunteer days.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED