Customer Support Specialist II - Carrier Detention Escalations

About the Role

This role in our Monterrey Center of Excellence supports detention processing for carriers that move loads for our brokerage.

What the Candidate Will Do

• Generate and share ideas that lead to process efficiency and/or carrier experience
• Perform time-sensitive, front-line, carrier-facing work by resolving detention escalations
• Be the subject matter expert: educate carriers on system and detention policy
• Provide carriers with top-tier customer service and respond to requests within 24 business hours
• Process carrier detention requests that are automatically escalated by a script or from the business process outsourcing (BPO) team (approximately 8 solves per person per hour)
• Use and compare a variety of time sources to determine the likelihood that a carrier qualifies for detention (e.g., GPS data, lumper receipts, POD times, queries w/geofence data, customer TMS)
• Process appeals in cases where detention is initially denied and the carrier requests further review
• Enforce the Uber Freight carrier detention policy – This team has the final say when it comes to carrier detention requests.

Basic Qualifications

• Bachelor’s degree in Finance, Business Administration, or a related field
• Minimum 1 year of work experience with customer interaction
• Bilingual (Spanish/English) Advance proficiency required 

Preferred Qualifications

• Excellent written communication with the ability to convey ideas clearly and effectively
• Proven ability to adapt quickly in dynamic, frequently changing environments
• Strong analytical skills with a talent for evaluating data and solving problems

Acerca de Uber Freight 

Uber Freight ayuda a las empresas a mover mercancías de manera más confiable y eficiente. Reunimos la tecnología, las personas y la capacidad de transporte que necesitan, utilizando datos en tiempo real de millones de envíos para guiar decisiones más inteligentes. Esto ayuda a los clientes a identificar problemas con anticipación, evitar sorpresas costosas y entregar a tiempo. Uber Freight trabaja con 1 de cada 3 empresas transportistas del Fortune 500 en América del Norte y gestiona más de 17 mil millones de dólares en carga.

Aviso de Privacidad para Candidatos

EEOC

Uber Freight se enorgullece de ser un empleador de igualdad de oportunidades/acción afirmativa. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley. También consideramos solicitantes calificados independientemente de sus antecedentes penales, de acuerdo con los requisitos legales.