255 Customer Service Manager jobs in Atlanta

RXO is a leading provider of transportation solutions. With cutting-edge technology at the center, we’re revolutionizing the industry with our massive network and commitment to finding solutions for every challenge. We create more efficient ways for shippers and carriers to transport goods across North America.

As a Senior Specialist, Customer Care in Last Mile at RXO, you’ll be responsible for managing escalated inbound and outbound calls and emails for designated accounts. This role requires a strong sense of urgency, excellent communication skills and the ability to resolve issues effectively while maintaining empathy and professionalism. You will be working directly with customers, market managers, carriers and client representatives to provide exceptional service and handle escalated concerns.

What your day-to-day will look like:

• Manage escalated inbound and outbound calls and emails to address customer concerns

• Use problem-solving skills to deescalate situations and provide resolutions

• Demonstrate empathy and effective communication with customers in stressful situations

• Record detailed notes in our systems to ensure accurate case documentation

• Collaborate with internal associates and external partners to resolve issues efficiently

• Ensure timely follow-up with customers to maintain satisfaction and build trust

What you’ll need to excel:

At a minimum, you’ll need:

• 2 years of related work experience

It’d be great if you also have:

• High school diploma or equivalent

• Experience with Microsoft Office (Outlook, Word, PowerPoint, and Excel), and other business-related applications

• 2 + years in a Call Center

• Proficient computer skills

• Excellent written and verbal communication skills

• Ability to exercise appropriate judgment, especially with upward communication

In this role, you’ll be supported by a passionate team motivated by fast-paced innovation and the desire to deliver for customers. We’re a company where you can continually advance your career, no matter your background - the opportunities are endless and yours for the taking. If you’re driven and looking for a place to grow, come join us.

Does this sound like you? Check out what else RXO has to offer.

Massive Benefits

• Competitive pay

• Health, dental and vision insurance

• 401(k) with company match

• Life insurance, disability

• Employee Assistance Program (EAP)

• Paid time off

• Tuition reimbursement program

Our Culture

We do great things when we are inclusive and work together. To perform with excellence, we learn from one another, value diverse perspectives, operate safely, and build strong relationships. We welcome everyone regardless of background, identity or ability.

The Next Step

Ready to join our team? We’d love to hear from you. Fill out an application now and join our talent community to learn about future opportunities.

We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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 RXO's candidate privacy statement here and RXO's Privacy Notice to California Job Applicants here .

SUMMARY OF FUNCTIONS

Responsibilities include coordinating with existing and potential clients to assess their needs, offer solutions, and ensure customer satisfaction. Capturing incoming requests for service and supporting the field service workflow with scheduling, communication, and documentation assistance.

MEASURES OF SUCCESS:

• Management of customer relationships and delivery of excellent customer experience.
• Service work delivered in a timely manner while meeting the Service Standards of Excellence.
• Efficient scheduling of service personnel, ensuring they have information, equipment, and parts to complete the scope of work to satisfaction.
• Capturing sales opportunities and expanding scope of services to customers on a regular basis.

• Customer Facing Communication: Monitoring of shared Service email inbox and assisting with triage of incoming customer requests. Placing customer reminder calls for upcoming service on a scheduled basis. Conducting customer satisfaction calls on a regular basis.
• Contributing to the planning of Service workflow through NetSuite including setup and management of service Cases throughout the process.
• Participate in scheduling Inframark personnel in alignment with the Customer's schedule. Planning and scheduling of recurring work (DRaaS, Calibrations, Maintenance, etc.).
• Develop a full understanding of the services offered and typical parts used. Ability to communicate various options, features, benefits, and value of Inframark service offerings. High level technical understanding of typical parts used and required configurations for assisting customers and securing vendor quotes.
• Identify opportunities to upsell or cross-sell additional products or services that could benefit the client. Help our customers succeed by identifying and communicating areas where the client's operational goals and Inframark's relevant offerings align.
• Customer Relationship Management: Build and maintain strong relationships with clients by understanding their business requirements and providing timely and customized solutions to meet their needs. This involves active listening, empathy, and effective communication skills.
• Generate and deliver Service work estimates, including the use of internal and external technical assistance for accuracy.
• Setup and maintain calibration sheets/certificates, and other field generated documentation.
• Assist with asset assignment and deploying assets and shared tools to technicians and job sites as required.
• Team with other Customer Care Representatives for oversight and coverage as needed for service work managed by others.
• Other duties as assigned by Service Project Managers.

• The Customer Service Representative reports to the Regional Service Project Manager.
• Assists and coordinates activities with all managers in the company.
• Works with Field Managers to accomplish customer requests.

• A 2-year associate degree in business or related field of study is required. A combination of education, training, and experience that provides the above knowledge, abilities, and skills may be considered.
• Previous sales and customer care experience is required, 1 to 2 years of direct experience a must.
• Excellent communication skills and the ability to work well with people are essential. Ability to work independently, take ownership of performance results, and advanced knowledge of Word, and spreadsheet applications are required.

• Ability to communicate orally with customers, internal and external team members is essential. Regular use of the telephone, and email for communication is expected.
• Hearing, vision and speaking within normal ranges is essential for conversations, to receive ordinary information, and to prepare or inspect documents.
• No heavy lifting is required. Good manual dexterity for the use of common office equipment such as computers, calculator, and copiers.
• Good reasoning ability is imperative. Able to understand and utilize management reports, documents and systems to conduct business.

The job is performed indoors at various locations. Activities include sitting at a computer, attending virtual and in-person meetings, as well as extensive customer and team communication.Inframark is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

Learn more about us at Automation and Intelligence - Inframark