Senior Specialist, Customer Care

RXO Inc.; Marietta (GA); On-site; USD 23,000 - 32,000; Full time

Job summary

RXO Inc. in Marietta, Georgia is seeking a Senior Specialist, Customer Care to deliver exceptional service to customers and internal teams. This full-time onsite role offers hands-on training and opportunities to contribute to quality assurance programs.

You will audit calls, identify training needs, prepare reports, and help update manuals to improve customer experience. The position requires a high school diploma and 2 years in a call-center environment.

Qualifications

• High School Diploma or equivalent.
• 2 years of Customer Service Experience in a Call Center Environment.
• Strong fluency with Windows and Microsoft Office programs (MS Project, Word, Excel, PowerPoint).

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 on department trends and opportunities for growth.
• Train newly hired employees on current policies and procedures.
• Update HD manual to improve accuracy and customer experience.
• Weekly report to department leadership on top & bottom performers.

Skills

Customer service

Call center experience

Data analysis

Education

High School Diploma

Tools

MS Project

MS Word

MS Excel

MS PowerPoint

Route Planner

ADMS

CLM

Job description

## Senior Specialist, Customer CareApply: Onsite: Marietta, Georgia: Full time: Posted Today: JR106050**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. **Compensation is $20/HR.** What your day-to-day will look like: * 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 At a minimum, you’ll need: * 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 It’d be great if you also have: * 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**Does this sound like you? Check out what else RXO has to offer.****Why Join Us:****Our 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**Our Culture**Our values are the key to our unique culture and our ability to deliver for everyone we serve.We do great things when we are inclusive and work together. To perform with excellence, we learn from one another, value diverse perspectives, operate safely and build strong relationships.**The Next Step** Ready to join our team? We'd love to hear from you. Fill out an application now and join our talent community to learn about future opportunities. We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test. The above statements are not an exhaustive list of all required responsibilities, duties, and skills for this job classification. Review RXO's candidate privacy statement here and RXO's Privacy Notice to California Job Applicants here.