Customer Service Specialist (HR) (Night Shift)

Logistics done differently.

Join XPO Logistics, a company named among the worlds most admired by Fortune and one of Americas best employers by Forbes. As the Specialist, Customer Service, you are the primary contact for managers, employees, and even other HR professionals across the company tasked with handling day-to-day questions and requests regarding HR/Payroll and company policies, processes, tools, and programs. In addition to providing information and guidance, Specialists - Customer Service perform basic transactions in the HR system of record (e.g., SuccessFactors). Maintain the utmost confidentiality in dealing with employee records and business information. If you’re looking for a growth opportunity and a better lifestyle, join us at XPO.

Pay, benefits and more.

What you’ll do on a typical day:

• Answers general questions regarding portal navigation, HR applications use, and HR/Payroll policies and procedures.
• Demonstrate excellent customer service according to established call quality standards and management direction.
• Execute transactions (e.g., transfer, address change, voluntary separation, work schedule change, other personnel data changes) as assigned according to proper procedure, policy, and direction.
• Probe to understand customer needs for requests that are out of scope. Edit, route, resolve, and/or close cases according to established case quality standards and management direction.
• Ensure complete and accurate documentation of all customer requests in the case management tool.
• Demonstrated ability to de-escalate customer issue/scenarios.
• Appropriately communicate new call topics, trends or unusually high demand.
• Seek guidance as needed or directed from Senior CSAs, supervisors, or managers to assure that customer calls and cases are handled appropriately.
• Transfer or escalate more complex, critical, and/or confidential inquiries/requests to management or Tier 2 Human Resources Shared Service Center teams as appropriate.
• Consistently meet all customer satisfaction and productivity standards.

What you need to succeed at XPO:

• 1-year related experience
• Experience with Microsoft Office products such as Word, PowerPoint and Excel.

It’d be great if you also have:

• Associates or bachelor’s degree in Business, Human Resources or similar field.
• 3+ years related experience
• Experience with HRIS systems such as SuccessFactors

Be part of something big.