Spec II SSC Customer Care Specialist

US-GA-ALPHARETTA
1 week ago
Requisition ID
2017-48096
Category
Accounting/Finance
Employment Type
Regular - Full Time (4)
Travel Requirements
0-10%
Position Code
8890

Position Description

The Level 2 Customer Care Specialist is an extension of the Customer Care Inbound team and provides assistance and subject matter expertise to issues deemed outside of the scope for a level 1 associate. The Level 2 Specialist will be assigned Salesforce cases that fall into their field of expertise to seek resolution.

Requirements

  • Associate's degree in in general business
  • Five (5) years or more of related experience
  • Five (5) years or more of Ryder billing experience
  • Five (5) years or more of proven experience in problem analysis, providing creativity in solutions
  • Strong verbal and written communication skills
  • Ability to:
    • Build strong customer relationships
    • Read and/or listen and understand information and ideas communicated; ability to ask the right questions to understand the real issue
    • Create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors); strong people skills, peer relationships and persuasiveness skills
    • Perform work independently with minimal supervision; can work as part of a team as well
  • Demonstrated time management and priority setting skills
  • Flexibility to operate, and self-driven to excel, in a fast-paced environment
  • Capability for multi-tasking and highly organized, with excellent time management skills
  • Detail-oriented with excellent follow-up practices
  • Intermediate level knowledge of Salesforce
  • Intermediate knowledge of Microsoft Office (Word & Excel)
  • Basic computer skills such as using an Internet browser, Internet Explorer, Internet search engine such as Google; understanding of URLs; creating bookmarks (or favorites) within a browser; downloading files or saving target of specific URLs; uploading files by using simple web forms; and sending and receiving emails with attachments
  • Thorough understanding of Ryder's communication platform (F.I.S. - C.A.R.M.S - Ride)

Responsibilities

• Act as a central point of contact for the customer and field for any level 2 issues that they are assigned in Salesforce
• Assume direct responsibility for providing resolution for customers on escalated issues that cannot be resolved with the level 1 team
• Handle some inbound calls and Salesforce Case when needed

• Based on customer feedback or data analysis, coordinate resolution of customer issues with other areas within Ryder to identify root cause and ensure corrective action has been completed

• Create and process credit memos via the CMW system
• Participate in projects related to enhancements within Customer Care
• Provide assistance to level 1 associates in order to improve processes
• Perform other duties as assigned

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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