Senior Customer Service Advisor at GXO Logistics, Inc. (Atlanta, GA)

| Atlanta, GA
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Solutions driven success.

XPO is a top ten global provider of transportation services, with a highly integrated network of people, technology and physical assets. At XPO Logistics, we look for employees who like a challenge and can communicate effectively in all situations. We want to leverage your skills and years of experience to drive positive results while ensuring a bright future for yourself and XPO. If you're looking for a growth opportunity, join us at XPO.

As the Senior Customer Service Advisor, 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, CSAs 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.

We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including full health insurance (medical, dental and vision), 401(k), life insurance, disability and the opportunity to participate in a company incentive plan.

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 CSRs, 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:

At a minimum, you'll need:
  • 2 years 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.

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.

All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test.

The above statements are not an exhaustive list of all required responsibilities, duties and skills for this job classification.

Review XPO's candidate privacy statement here.

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Nearest Major Market: Atlanta
Job Segment: Payroll, Information Systems, HR, HRIS, Finance, Customer Service, Human Resources, Technology
More Information on GXO Logistics, Inc.
GXO Logistics, Inc. operates in the Logistics industry. The company is located in Greenwich, CT. GXO Logistics, Inc. was founded in 2021. It has 10001 total employees. To see all 162 open jobs at GXO Logistics, Inc., click here.
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