This team works an alternate schedule. Shifts are 10 hours a day during the afternoon and night. Team members are scheduled to work four days; then they are off for four days.Team members are individual contributors who are part of a larger team with aligned goals. Team members are also responsible for providing actionable ideas that drive efficiency and continuous improvement for our customers.**What You'll Do**- Be a Problem-Solving Expert: Provide customers and carriers with prompt updates on their escalations while maintaining facility and/or customer communication to solve the issues in a timely manner- Serve as a stakeholder to our Customer Experience teams and provide feedback on how we can improve carrier, facility, and customer communications to generate quicker resolution times- You are the front line to our customers and carriers after regular business hours - understand their needs and what the problem is and work with them to provide timely solutions for live load issues- A Call First Mentality: Must be prepared to make calls to customers, facilities, and carriers that will help resolve escalations quickly and efficiently- Able to prioritize actions taken on escalations based on level of urgency- Maintains a cooperative and professional work relationship with all stakeholders- Participate and engage in regular team meetings and one-on-ones with your manager- Evolve and adapt to a team that continuously changes as Uber Freight grows**Tasks Include**- Receive escalations and quickly understand the load issues- Call carriers to communicate solution ownership and progress; provide updates while working to solve load issue - setting expectations with carrier via phone with ETA to solve in after-hours space- Proficiency with internal tools, processes, SOPs- Deliver final resolution to the carrier, clearly document what steps were taken to solve- Prioritize multiple escalations at once- Communicate with correct point of contact at customer and/or facility- Follow customer-specific SOPs**Basic Qualifications**- Two years of work experience with customer interaction and communication - **or****:- Bachelor's Degree complete **AND** **one year of work experience with customer interaction and communication- Excellent English language skills - verbal and written**Skills**: Required- Bilingual English/Spanish