Call Center Representative - Shop Central Support

Job Description Summary

The Call Center Representative I will receive inbound phone calls at our call center from Ryder Platinum National Accounts, Ryder Shops, and On Demand Customers and will be responsible to help schedule service for truck and trailer breakdowns, plus scheduling preventive maintenance (PM) service, as well as assist with service related questions. The Call Center Customer Service Representative must be able to deliver outstanding customer service to ensure customers receive the best customer service experience.

• CUSTOMER SERVICE:
  
  Assist customers who are experiencing a vehicle breakdown
  
  Execute customer communication protocol pertaining to vehicle breakdowns and PM scheduling and follow-up, and vehicle status updates
  
  Improve the quality and consistency of customer communications and ensure customer's expectations are met Drive improvement of Customer Satisfaction Index (CSI) scores
• WORK FLOW MANAGEMENT:
  
  Enhance service productivity by identifying available resources through effectively following shift scheduling including scheduled breaks and lunch times
  
  Coordinate with on-call technicians, rental counter team, and the customer’s drivers and dispatch teams to identify repair requirements and available substitute units
  
  Coordinate outside repair with vendors and customers
• ADMINISTRATIVE:
  
  Effectively handle all incoming calls and follow up calls
  
  Process customer service requests on a variety of topics for our customers. Assist with questions related to billing, warranty, compliance paperwork, and etc…All calls are monitored for Quality Assurance purposes and Call Center Customer Service Representatives will be required to participate in QA reviews

• Performs other duties as assigned
• Contribute to making the call center a great place to work
• Display a courteous and positive attitude daily

• Strong customer service skills with displayed enthusiasm, great voice tone, and empathy with drivers who are experiencing a breakdown
• Strong verbal and written communication skills
• Capable of multi-tasking, highly organized, with excellent time management skills
• Flexibility to operate and self-driven to excel in a fast-paced environment
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors, managers, directors, etc.)
• Ability to work independently and as a member of a team
• Detail oriented with excellent follow-up practices
• Apply effective phone skills
• Ability to work in a fast paced environment with occasional process changes.
  
  Embrace change and growth as the call center is growing at a rapid pace.

• H.S. diploma/GED required
• Three (3) years or more in Customer Service with issues resolution required

Travel:
None

DOT Regulated:
No

Job Category:
Customer Service

At Ryder, you’re trusted to make an impact—while enjoying room to grow and having a voice that’s heard. Our culture is built on respect, collaboration, and shared pride in doing great work rooted in innovation and safety.

Your Voice. Your Success. The Future We Build Together.

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level…