• Job Description

  Req#: req4979

  Agent, I Xra Triage
  USX HEADQUARTERS
  Sun-Wed 6am-4:30pm
  Position open to remote: No

  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!

  • Sponsored ASE Certification
  • Paid OEM Training
  • Boot Allowance
  • Vacation, Sick, & Personal time
  • Paid Holidays
  • Paid Parental Leave
  • Medical, Dental and Vision

  What You’ll Do:
  Responsible for expediting 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 take appropriate actions.
  • Receive and address incoming calls via pre-defined call queues and satellite communications.
  • 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.
  • Perform other duties as assigned.

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  What We’re Looking For:
  Education

  High School Diploma, GED, or equivalent experience required.

  Experience

  • Minimum of 0-1 years’ of experience in a call center environment and/or basic automotive mechanical troubleshooting preferred.
  • Previous experience with Cetaris, AS400, & Microsoft Outlook preferred.

  Skills/Certifications

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

  Preferred Competencies

  • Oral Comprehension & Expression- Basic 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 - Basic 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 - considering 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.

  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.

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• About the company

  Ship your freight with one of the nation's largest truckload carriers, US Xpress Inc. Ask our shipping experts about your freight. Get a quote here!

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