Job Information
Aston Carter Call Center Agent *Hybrid* in Tempe, Arizona
Job Description
Seeking a customer service representative for a growing team at a large call center in Tempe, AZ. The role will involve helping internal customers with various issues that arise in a warehouse and logistics environment. The ideal candidate will have experience in a high-volume call center using multiple internal facing systems. The ideal candidate will also be solution oriented, calm, patient, and have a strong desire to help their colleagues.
Drivers and carriers submit a request through a phone app to request a callback due to an assortment of disruptions from the time of picking up a load.
The disruptions can be anything after the driver or carrier accepts a load. Each team member takes a Work Item Management (WIM) number from a queue, similar to a ticketing system.
The goal for each WIM is a total of 6 minutes from when they accept it to when they enter the closing details.
The drivers or carriers use a phone application to request that the C2C team member calls them – they are able to look at what has been entered for the WIM by the carrier, driver, and any other teams.
On average, half the calls are with drivers and the other half are with carriers.
There is no script for the C2C team, so after training, the team member is able to establish their own flow.
There are 12 systems that they use to execute their job.
There are only a handful of calls where the drivers or carriers are upset each day, normally 2-5 calls a shift.
Examples of issues include no load for a driver to pick up, driver being delayed by traffic, driver delayed at a facility, insufficient time from pickup to drop off, invisible pickup number, invisible trailer number, and facility too busy to take another truck.
Skills
1+ years of call center experience required preferably in logistics, collections, escalations, or help desk support
Aptitude and ability to work in "the grey"
Calls are not scripted, and the individual must be able to solve problems quickly
Deep diving each issue, use critical thinking, de-escalation, and ultimately finding resolution
Ability to navigate multiple systems and tools while providing a solution
Adaptability as rules and processes can change often
Benefits
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Work Schedule
5 days in office after December--until then, 3 onsite 2 WFH
Two shift schedules post training (your choice): Friday - Tuesday OR Saturday - Wednesday 9:30am-6pm MT
About Aston Carter:
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.
Diversity, Equity & Inclusion
At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:
Hiring diverse talent
Maintaining an inclusive environment through persistent self-reflection
Building a culture of care, engagement, and recognition with clear outcomes
Ensuring growth opportunities for our people
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.