Agent, II Xra Triage

Agent, II Xra Triage
CHATTANOOGA, TN
Sun-Thur 5am-1:30pm
Position open to remote: No
Grade: HR09
Compensation Range: $19.08 -

Who We Are:
Relentlessly Delivering Big Ideas. U.S. Xpress is one of the nation’s largest asset-based trucking companies. But the most valuable asset we offer isn’t tractors, trailers, or even our exclusive, cutting-edge technology. It’s the collective brainpower of thousands of visionaries and problem-solvers. Together, we are revolutionizing the transportation industry by providing innovative, custom solutions. And, here, we believe in the sanctity of a promise—both to our customers, and our people. When we focus our varied talents on reshaping the future of transportation, that’s what we call the POWER OF U.S.

Why U.S. Xpress?
Right Role. Right Tools. Right People. We invest in our talent starting on day one. You will be provided with personal and professional development opportunities that complement your interests and encourage you to build a career you’re passionate about. Whether it is employee stock options, profit-sharing, 401K, professional development, or our competitive pay, we help prepare you for the future. Be part of an organization that values out-of-the-box thinking and rewards employees for going above and beyond. Curious about the other benefits of working with us? Check out other perks below!

• Medical, Dental, and Vision
• Basic/Supplemental Life
• Accidental Death/Dismemberment
• Health Savings Accounts
• Flexible Savings Accounts
• Company Paid Holidays
• Paid Time Off
• 401k with Employer Matching Contribution
• Employee Stock Purchase Plan
• Paid Parental Leave
• Short Term Incentive Program
• Employee Assistance Program
• Pet Insurance

What You’ll Do:

Responsible for expediting more complex incoming repair-related requests from drivers, associated vendors, and various enterprise-wide entities and communicating outcomes to appropriate partners. Actions must be performed ensuring the safety of drivers, equipment, and related freight carried.

• Review and address email messages and other communication channels and take appropriate actions.

• Receive and address incoming calls via pre-defined call queues

• Access OEM websites to review action codes from units and take appropriate steps to resolution.

• Maintain constant and concise communication with appropriate groups, including vendors and internal departments, regarding status of repair decisions and related issues.

• Ensure all DOT/FMCSA Regulations, Local, State, and U.S. Xpress procedures and standards are followed.

• Make proper notation of any occurrences handled using Cetaris Maintenance Software, AS400, and XPM.

• Obtain estimates and scrutinize repair costs; authorize repairs and work performed.

• Follow up for repair completion and payment.

• Ensure all Warranty parts are shipped and tagged to appropriate terminal.

• Code all RCC and WO events appropriately.

• Will authorize higher monetary level of work orders.

• Mentors junior level Triage agents through coaching and example.

• Perform other duties as assigned.

What We’re Looking For:

Education

• High School Diploma, GED, or equivalent experience required; equivalent years of experience are defined as one year of professional experience for each year of high school.

Experience

• Minimum of 1 year of experience in a call center environment and/or basic automotive mechanical troubleshooting preferred.
• Previous experience with Cetaris, AS400, & Microsoft Outlook preferred.

Skills/Certifications

• Advanced understanding of service center/shop environment and processes.
• Basic knowledge of U.S. Geography helpful.
• Bilingual a plus.

Preferred Competencies

• Oral Comprehension & Expression - Advanced communication skills and common courtesy required; ability to exchange information effectively in a concise and logical way, and be sensitive to audience diversity.

• Computer Skills - Advanced computer skills required; Internet and applicable company specific applications.
• Strong Customer & Personal Service - knowledge of principles and processes for providing customer and personal services. This includes meeting quality standards for services.
• Judgement/Decision Making – advanced ability to consider the relative costs and benefits of potential actions to choose the most appropriate one. Attention to detail, clear and concise documentation skills.
• Active Learning - understanding the implications of new information for both current and future problem-solving and decision-making.
• Active Listening - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Service Orientation - actively looking for ways to help people.
• Monitoring - Monitoring/Assessing performance of yourself, other individuals to make improvements or take corrective action

Work Environment / Physical Requirements – Normal office settings.

This job description indicates the general nature and level of work expected for this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Employees performing this job may be asked to perform other duties as required and the responsibilities of the position may change. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

U.S. Xpress is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce.

This role will remain open until it has been filled.

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