Lead, Customer Service - Hybrid - Ann Arbor, MI - Full-time

 

Solutions driven success.

 

XPO is a top ten global provider of transportation services, with a highly integrated network of people, technology and physical assets. At XPO, we look for employees who like a challenge and can communicate effectively in all situations. We want to leverage your skills and years of experience to drive positive results while ensuring a bright future for yourself and XPO. If you’re looking for a growth opportunity, join us at XPO. 

 

As the Lead, Customer Service, you will be responsible for evaluating and managing accident scenes, employee injuries and linehaul roadside breakdowns. You will work within XPO’s Safety Policy guidelines, as well as DOT, FMCSA, and OSHA regulations in a call center environment to ensure our drivers are taken care of when they need assistance. On our team, you’ll have the support to excel at work and the resources to build a rewarding career.

 

Pay, benefits and more.

We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including full health insurance (medical, dental and vision), 401(k), life insurance, disability and the opportunity to participate in a company incentive plan.

 

What you’ll do on a typical day:

• Directly organize and supervise day-to-day operations and activities of a customer service team in order to achieve key performance goals
• Receive incoming calls from employees who have been involved in an accident, have been injured, and/or have been in a roadside breakdown; receive calls from the motoring public, law enforcement, claims adjusters and the Casualty Claims department.
• Perform general clerical duties as assigned, including but not limited to answering and directing phone calls, cross-training, data entry and invoice payment.
• Coordinate service repairs and breakdown assistance between service centers and vendors on several different types of company equipment, such as trucks, trailers, and dollies
• Collaborate with all levels and departments to include Executives, Safety Managers and Shop Managers, as well as other departments such as Linehaul.
• Follow directions while remaining engaged, productive, flexible, and adaptable to changing conditions and expectations.
• Offer team support when and where needed; understand that individual contributions reflect the team and can impact credibility and/or customer satisfaction.
• Support the building and developing of an effective and high-performance team
• Maintain daily and weekly statistics for the team
• Analyze department results
• Troubleshoot operational problems
• Complete team reports as required
• Identify and analyze escalated problems and provides guidance to the team for resolution
• Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction

What you need to succeed at XPO:

At a minimum, you’ll need:

• 4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience
• Experience with Microsoft Office (Word, Excel, & Outlook)
• Excellent typing and 10-key skills
• Experience with Microsoft Office
• Availability to work a variety of shifts, including days, evenings, and nights
• Ability to work independently with little or no supervision and/or in a team environment.

It’d be great if you also have:

• Familiarity with DOT regulations
• Transportation experience
• Excellent verbal and written communication skills
• Positive, can-do attitude to achieve goals.
• Excellent interpersonal and communication skills to effectively interact with internal and external customers, law enforcement, claims adjusters, etc., and to influence business/function leaders.
• Experience in a call center environment
• Bilingual English/Spanish
• Strong customer service skills and the ability to satisfactorily resolve issues
• Solid ability to multitask with exceptional organizational skills
• Ability to thrive under pressure while delivering solutions that exceed customer expectations

Be part of something big.

#LI-Hybrid

 

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.

 

All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test. 
 

The above statements are not an exhaustive list of all required responsibilities, duties and skills for this job classification.  
 

Review XPO's candidate privacy statement  

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