Call Center Representative
About The Position
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. Schedule: Must be open to working all shifts and weekends Salary: $18.00/hr, - shift differential given if placed on 2nd or 3rd shift Training date - to be determined
Requirements
- 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
Responsibilities
- 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
- 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
- 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
- The call center is a 24/7 operation, must have the ability to work 2nd/3rd shift, weekend and holidays
Benefits
- Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
