Digital Brokerage Customer Support Specialist Ii - Monterrey, México - Transplace
Descripción
What you'll do- Generate and share ideas that lead to process efficiency and/or carrier experience imr
- Perform timesensitive, frontline, carrierfacing work by resolving detention escalations
- Provide carriers with toptier 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 6 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.
- Excellent English language skills verbal and written
- Bachelor's degree, In progress or Complete
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