Customer Support Specialist Ii - One Brokerage - Detentions Escalations

Customer Support Specialist II - One Brokerage - Detentions EscalationsGenerate and share ideas that lead to process efficiency and/or carrier experience improvement.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 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 with 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.Minimum 1 year of work experience with customer interaction.Excellent English language skills – verbal and written.#J-18808-Ljbffr