Senior Specialist, Customer Care

RXO Inc.; Marietta (GA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401(k) with company match

Pre-tax benefits

Job summary

RXO Inc. is seeking a Senior Specialist, Customer Care to deliver exceptional service for our customers and internal teams. You will audit calls, identify training gaps, and drive continuous improvement across processes and policies.

The role requires 2 years in customer service in a call center, with strong proficiency in Windows applications and MS Office. A proactive trainer mindset and data-driven approach will help you excel at RXO.

Qualifications

• Minimum 2 years of customer service experience in a call center environment.
• High school diploma or equivalent required.
• Proficiency with Windows and MS Office applications (MS Project, Word, Excel, PowerPoint).

Responsibilities

• Review, audit, and score customer care calls to ensure professionalism and RXO standards.
• Identify training opportunities and flag process gaps; draft improvement documents.
• Submit weekly reports highlighting trends, growth opportunities, and department performance.
• Lead monthly calibration meetings with leadership to ensure QA accuracy and policy adherence.
• Train new hires on policies and procedures; update handbooks as needed.

Skills

Group presentation skills

Negotiation

Data analysis

Customer service excellence

Education

High School diploma or equivalent

Tools

Windows

MS Project

Word

Excel

PowerPoint

Job description

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.

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 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.