Senior Specialist, Customer Care
About The Position
Accelerate your career at RXO 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. 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.
Requirements
- 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
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 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
Responsibilities
- 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
