Customer Support Specialist II - Mon-Fri - Shared Services - MonterreyNew$48K
The opportunity
Join our Monterrey Center of Excellence and support our U. S.
What you'll do
Solve Problems: Quickly review available information, determine what additional information may be needed, and make a decision about how to resolve
Call First: Make calls to facilities and carriers to resolve escalations quickly
Exercise empathy and understanding: Understand carrier and customer perspectives and unique challenges and treat them with dignity and respect as you resolve their issues; maintain cooperative and professional work relationships with all stakeholders
Communicate: Provide carriers/customers with prompt updates on their: escalations while maintaining facility and/or customer communication to solve the issues quickly
Prioritize: Make decisions about which issues to resolve next based on level of urgency
Resolve incidents using multiple processes and use problem-solving skills to: make the best decisions for Uber Freight, our carriers, and our customers
What they're looking for
- Share ideas and feedback: Offer solutions to improve carrier, facility, and customer experience with our systems and processes
- Escalate issues for support when needed
- Explain the solutions and decisions you made so we can improve processes and systems
- Generate and share ideas that lead to process improvement (efficiency) and/or: carrier and customer experience improvement
