Call Center Customer Service Rep

US-GA-Roswell
3 months ago
Requisition ID
2017-45519
Category
Admin Support, Clerical & Service Coordinators
Employment Type
Regular - Full Time (4)
Travel Requirements
0-10%
Position Code
9557

Position Description

The Call Center Customer Service Representative 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.

Requirements

  • High School diploma or equivalent
  • Three (3) years or more experience in Customer Service with issues resolution
  • 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.)
    • Work independently and as a member of a team
    • Work in a fast paced environment with occasional process changes
  • Detail oriented with excellent follow-up practices
  • Apply effective phone skills
  • Embrace change and growth as the call center is growing at a rapid pace
  • Strong computer skills including typing, spreadsheets, word processing software, and CRM applications (advanced level)

Responsibilities

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
  • The call center is a 24/7 operation, must have the ability to work 2nd/3rd shift, weekend and holidays

 

ryder-logoRyder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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