Customer Service Representative
Duration: 36 Weeks
Shift Details: Rotating shifts: 6:00 AM–2:00 PM or 10:30 AM–7:00 PM
Pay Rate: $18.00/hr

JOB DESCRIPTION

As a Customer Service Representative, you will play a critical role in ensuring smooth daily delivery operations and an exceptional customer experience. You will serve as a primary point of contact for driver teams and customers, providing real-time support during in-home deliveries. This role requires a confident communicator who can lead with professionalism, remain calm under pressure, and effectively manage escalations.

In this role, you’ll be supported by a passionate team motivated by fast-paced innovation and a strong commitment to delivering for customers. RXO is a company where you can continually advance your career, regardless of background. If you’re driven and looking for a place to grow, we encourage you to join us.

RESPONSIBILITIES

What your day-to-day will look like:
• Monitor and oversee 30–40 daily delivery routes, maintaining direct phone communication with driver teams
• Keep delivery teams on schedule by confirming updates, rerouting as needed, and documenting issues
• Address driver performance concerns and escalate to contractor leadership when necessary
• Maintain real-time awareness of route exceptions, delays, and customer escalations
• Support customers during in-home deliveries by clarifying services and expectations
• De-escalate customer complaints while protecting the customer experience and brand reputation
• Serve as a liaison between customers and driver teams to resolve issues efficiently
• Support warehouse check-in processes, primarily on second shift, including trash segregation and haul-away drop zones
• Ensure drivers complete required Costco check-in procedures before departing
• Identify and report non-compliance, missing assets, late departures, and unscanned badges
• Act as a lead for CSR support staff during shift, providing guidance and escalation support
• Communicate daily service disruptions, trends, and recommendations to the Operations Manager

QUALIFICATIONS

• Fluency in both Spanish and English, with the ability to speak, listen, and translate clearly
• 2+ years of experience in dispatch, field operations, or logistics environments
• Strong phone presence with the ability to remain assertive, calm, and professional under pressure
• Comfort working in a warehouse environment with live driver communication
• Reliable, professional demeanor in a customer-facing operational role

It’d be great if you also have:
• Hands-on experience in appliance installation, furniture assembly, handyman, or trade-related work
• Prior leadership experience in dispatch, warehouse, or delivery operations
• Familiarity with Descartes Route Planner, CLX, or other transportation management systems (TMS)

Category Code: JN003, JN014
#LI-MS1