Job Information
Aston Carter CSR in Tempe, Arizona
Description:
Drivers and carriers submit a request through a phone app to request a call back due to an assortment of disruptions from the time of picking up a load. The disruptions can be anything after the driver or carrier accept a load.
• Each team member takes Work Item Management (WIM) number from a queue, it was similar to a ticketing system for a help desk
• 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 an 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 Amazon 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 Amazon systems that they use to execute their job
• There are only a handful of calls that the drivers or carriers are upset each day, Normally 2-5 calls a shift (important to share with candidates that not every person they speak with is upset)
• Examples of issues that Michael worked through today
o There was no load for a driver to pick up
o Driver being delayed by traffic, updating arrival time
o Driver delayed at an Amazon facility due to a load not being ready
o Schedule did not provide enough time from picking up a load to make it to the drop off location
o The pick up number was not visible
o The trailer number for pickup was not visible
o Driver was turned away from Amazon facility because it was too busy to take another truck
Additional Skills & Qualifications:
Call Center background required; taking 60-80 calls per day
Aptitude and ability to work in "the grey" These calls are not scripted and associate must be able to solve problems quickly
Deep diving each issue, use critical thinking, de-escalate and ultimately find a resolution
Ability to navigate multiple systems and tools to find a path to a solution
Adaptability as rules and processes can change often
Experience and successful in a performance driven role; heavy metrics driven role
Self sufficient
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.