Senior Specialist, Customer Care

RXO • Marietta, GA

2d

About The Position

As the Senior Specialist, Customer Care at RXO, you will deliver exceptional service to customers and the internal team. You will review and score customer care calls, identify training opportunities and process gaps, prepare reports, facilitate quality assurance calibration meetings, train new employees, and maintain the HD manual. Other projects and assignments may also be required.

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 software applications such as CLM, Route Planner, and ADMS.
• Demonstrated group presentation skills and excellent negotiation skills when dealing 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 procedures.
• Prepare weekly reports for each department outlining trending issues, opportunities for growth, and department trends.
• Host monthly calibration meetings with department leadership to ensure the accuracy of 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 weekly to department leadership on top and bottom performers.
• 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