Customer Support Specialist II - Carrier Detention Escalations

Schedule: FT

Job Type: On-site

Salary Type: Salary

Req #: 2466
About the Role
This role in our Monterrey Center of Excellence supports detention processing for carriers that move loads for our brokerage.
What the Candidate Will Do
Generate and share ideas that lead to process efficiency and/or carrier experience
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 8 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, cust...