Senior Specialist, Customer Service - Hybrid

XPO•Ann Arbor, MI

7d•Hybrid

About The Position

The Senior Customer Service Specialist at XPO will be responsible for receiving incoming 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. This role also involves performing general clerical duties such as answering and directing phone calls, cross-training, data entry, and invoice payment. Additionally, the specialist will coordinate service repairs and breakdown assistance between service centers and vendors for various company equipment, collaborate with different levels and departments within the company, and follow directions while remaining engaged, productive, flexible, and adaptable. The role also requires offering team support and understanding that individual contributions impact the team's credibility and customer satisfaction.

Requirements

2 years of related work experience and 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
Able to work independently with little or no supervision and/or in a team environment

Nice To Haves

Familiarity with DOT regulations
Transportation experience
Able to work independently, with little or no supervision and 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, etc. and to influence business/function leaders
Strong organizational and investigative skills
Creativity and good judgment in problem-solving and communications

Responsibilities

Receive incoming calls from employees who have been involved in an accident, have been injured and/or have been in a roadside breakdown; receive calls from the motoring public, law enforcement, claims adjusters and the Casualty Claims department
Perform general clerical duties as assigned, including but not limited to answering and directing phone calls, cross-training, data entry and invoice payment
Coordinate service repairs and breakdown assistance between service centers and vendors on several different types of company equipment, such as trucks, trailers and dollies
Collaborate with all levels and departments to include Executives, Safety Managers and Shop Managers, as well as other departments such as Linehaul
Follow directions while remaining engaged, productive, flexible and adaptable to changing conditions and expectations
Offer team support when and where needed; understand that individual contributions reflect the team and can impact credibility and/or customer satisfaction