Agent, I Xra Solutions

U.S. Xpress, Inc.; Chattanooga (TN); On-site; USD 30,000 - 35,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

401k with Employer Matching

Employee Stock Purchase Plan

Paid Time Off

Company Paid Holidays

Job summary

U.S. Xpress, Inc. in Chattanooga, TN is seeking a Triage Specialist to handle complex over‑the‑road issues, coordinating with drivers, vendors, and internal teams. You will monitor repairs, track progress, and ensure timely resolution within maintenance software systems.

The role involves proactive recovery work, parts coordination, and collaboration with warranty and equipment teams. A strong customer service mindset and familiarity with shop processes are essential.

Qualifications

• Minimum 1 year of XRA Triage experience preferred.
• Minimum 1 year experience in transportation or logistics preferred.
• Minimum 1 year experience in Diesel technology or equivalent preferred.

Responsibilities

• Utilize daily automated reporting tools to coordinate workflow within a designated service region(s).
• Outbound calls to drivers and vendors to track progress and determine if additional action is needed to move issue towards resolution or if work order can be closed in the system.
• Field incoming calls and emails from internal departments and vendors regarding tractor or trailer repair including, but not limited to, status updates and projected completion times.
• Prioritize and proactively work recovery reports to verify status of reported lost tractors and trailers; if recovered, take steps to restore tractors/trucks to clean and working order and then refer to the Equipment Coordinators.
• Coordinate with Xpress parts group to expedite necessary mechanical parts that are backordered or difficult to find.
• Document details of upcoming and completed repairs in Cetaris RCC Module and Work Order.
• Fill out Work Order accurately, employing designated coding conventions and reflecting cost of estimated work performed.
• Work in tandem with the Warranty Department to review estimates and/or invoicing from repair facilities and negotiate pricing, warranty, or policy.
• Provide call center backup for Xpress Triage Agents when hold times or volume is high; as workload allows, proactively provide assistance by answering the vendor line to help expedite work related to open orders.
• Refer more complex situations dealing with dealer repairs to the XRA Solutions II Agents.
• Attend training sessions of varying scope and length regarding maintenance technologies and processes proprietary to USX.
• Generate reporting on trends or downed equipment details as requested by management.
• As time allows, refer quality issues for Triage Agents to Supervisors or Department Trainer
• Abide by all Federal and State regulations when making decisions.
• Perform other duties as assigned.

Skills

Customer service

Attention to detail

Problem solving

Microsoft Office

Communication skills

Shop environment knowledge

Geography knowledge

Bilingual

Education

High school diploma or equivalent

Job description

Who We Are

U.S.

Why U.S. Xpress?

Right Role. Right Tools. Right People. We invest in our talent starting on day one. You will be provided with personal and professional development opportunities that complement your interests and encourage you to build a career you’re passionate about. Whether it is employee stock options, profit‑sharing, 401K, professional development, or our competitive pay, we help prepare you for the future. Be part of an organization that values out‑of‑the‑box thinking and rewards employees for going above and beyond. Curious about the other benefits of working with us? Check out other perks below!

Benefits

• Medical, Dental, and Vision
• Basic/Supplemental Life
• Health Savings Accounts
• Flexible Savings Accounts
• Company Paid Holidays
• Paid Time Off
• 401k with Employer Matching Contribution
• Employee Stock Purchase Plan
• Short Term Incentive Program
• Employee Assistance Program
• Pet Insurance

USX HEADQUARTERS

Monday-Friday 10:00-19:00

Position open to remote: No

Grade: HR10

Compensation Range: $21.64 - $25.46

Relentlessly Delivering Big Ideas.

POWER OF U.S.

What You’ll Do

Responsible for handling more complex over‑the‑road problems and repairs set for follow up by the XRA Triage Agents. Addresses and documents related requests from drivers, associated vendors, and various enterprise‑wide entities within maintenance software setting continuous checkpoints to monitor progress of issue until resolved.

• Utilize daily automated reporting tools to coordinate workflow within a designated service region(s).
• Outbound calls to drivers and vendors to track progress and determine if additional action is needed to move issue towards resolution or if work order can be closed in the system.
• Field incoming calls and emails from internal departments and vendors regarding tractor or trailer repair including, but not limited to, status updates and projected completion times.
• Prioritize and proactively work recovery reports to verify status of reported lost tractors and trailers; if recovered, take steps to restore tractors/trucks to clean and working order and then refer to the Equipment Coordinators.
• Coordinate with Xpress parts group to expedite necessary mechanical parts that are backordered or difficult to find.
• Document details of upcoming and completed repairs in Cetaris RCC Module and Work Order.
• Fill out Work Order accurately, employing designated coding conventions and reflecting cost of estimated work performed.
• Work in tandem with the Warranty Department to review estimates and/or invoicing from repair facilities and negotiate pricing, warranty, or policy.
• Provide call center backup for Xpress Triage Agents when hold times or volume is high; as workload allows, proactively provide assistance by answering the vendor line to help expedite work related to open orders.
• Refer more complex situations dealing with dealer repairs to the XRA Solutions II Agents.
• Attend training sessions of varying scope and length regarding maintenance technologies and processes proprietary to USX.
• Generate reporting on trends or downed equipment details as requested by management.
• As time allows, refer quality issues for Triage Agents to Supervisors or Department Trainer
• Abide by all Federal and State regulations when making decisions.
• Perform other duties as assigned.

What We’re Looking For

Education

• High school diploma or equivalent required.

Experience

• Minimum of 1 year of XRA Triage experience preferred.
• Minimum of 1 year experience in transportation or logistics preferred.
• Minimum of 1 year experience in Diesel technology or equivalent preferred.

Skills/Certifications

• Excellent customer service skills.
• Attention to detail; clear and concise documentation skills.
• Strong problem-resolution and decision‑making skills.
• Proficiency with Microsoft Office suite.
• Good written and oral communication skills.
• Basic understanding of shop environment and processes.
• Basic knowledge of U.S. Geography.
• Bi‑Lingual a plus.

Work Environment / Physical Requirements – Normal Office Settings.

This job description indicates the general nature and level of work expected for this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Employees performing this job may be asked to perform other duties as required and the responsibilities of the position may change. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

U.S. Xpress is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce.

This role will remain open until it has been filled.

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