Customer Support Specialist Ii - One Brokerage

Generate and share ideas that lead to process efficiency and/or carrier experience imr- Perform time-sensitive, front-line, carrier-facing work by resolving detention escalations- 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 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- Minimum 1 year of work experience with customer interaction- Excellent English language skills - verbal and written