10 ene
Uber Freight
Monterrey
**About The Role**
Carrier Support Representatives for Uber Freight’s Digital Brokerage work to improve carrier experience by providing quality resolution on live load issues. You will work through a queue of escalations with primary objectives being fast resolution times, professional, carrier-first communication, and industry-leading problem solving in real time.
Carrier Support Representatives are individual contributors, however, will be part of a larger carrier team with aligned goals. The role will also be responsible for providing actionable feedback to management that drives efficiency and continuous improvement for our carriers.
**What You’ll Do**
- Be a Problem Solving Expert:
Provide carriers with prompt updates on their escalations while maintaining facility and/or customer communication to solve the carrier’s issues in a timely manner
- Serve as a stakeholder to our Account Management teams and provide feedback around how we can improve carrier, facility and customer communications to generate quicker resolution times
- You are the front line to our carrier network - 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 both facilities and carrier network 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 weekly 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 carrier support escalation and quickly understand the load issue
- 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**
- Bachelor’s Degree complete **AND **one year of work experience with customer interaction and communication - **or**:
- Bachelor's Degree in progress **AND **two years of work experience with customer interaction and communication
- Excellent English language skills - verbal and written
**Work Schedule: Mon-Fri - 14:00 - 23:00**
**Skills**: Required
- Bilingual English/Spanish
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.