• Ryder Assist Now Customer Service Representative

    Job Locations US-GA-Roswell
    Posted Date 3 months ago(5/21/2018 10:44 AM)
    Requisition ID
    2018-56924
    Category
    Admin Support, Clerical & Service Coordinators
    Employment Type
    Regular - Full Time (4)
    Travel Requirements
    0-10%
    Position Code
    9557
  • Position Description

    The Ryder Assist Now Customer Service Representative will demonstrate customer centric abilities in taking proactive control of inquiries by Ryder customers over the phone by processing information received and seeking to understand their unique needs, focusing on the situation through the lens of the customer. The representative will take active ownership of the customer’s matter and see it through to complete resolution.

     

    For additional information please contact Jeanette Johnson at 770-968-8920 x16

     

     

     

    Requirements

    • High School diploma or equivalent
    • Two (2) years or more experience in Customer Service with issues resolution
    • Two (2) years or more Ryder experience preferred
    • Ability to:
      • Build strong customer relationships. Excellent customer service leading to increased customer satisfaction and loyalty
      • Effectively solve problems and challenges that satisfy customers.
      • Demonstrate a sense of urgency in addressing and delivering resolution to all customer inquiries
      • Identify, research, and deliver appropriate actions based on the customers’ inquiry at hand using multiple resources including technology and internal Ryder departments in an effective and efficient manner
      • Listen, write, and speak effectively. Inform, explain, and give instructions. Apply effective phone skills as well as document case notes effectively
      • Take control of the situation and take ownership of every customer experience
      • Work independently and as a member of a team.
      • Work in a fast paced environment with occasional process changes
      • Work with others to obtain results
    • Embrace change and growth as the call center is growing at a rapid pace
    • Understand and demonstrate the ability to use industry and organizational terminology (acronyms) preferred
    • Strong computer skills including typing, spreadsheets, word processing software, and CRM applications (Advanced level)

    Responsibilities

    CUSTOMER SERVICE:

    • Confer with customers by telephone, obtain details of issue, research and identify needed information for customer
    • Work to document all customer interactions and conversations via the case management system while upholding the quality standards of the department. This will be inclusive of conversations, emails, or any communications that are made in reference to a particular inquiry or case
    • Improve the quality and consistency of customer communications and ensure customer's expectations are met
    • Follow all internal processes and procedures
    • Make every attempt for first call resolution
    • Provide great customer service to every caller

    WORK FLOW MANAGEMENT:

    • Collaborate internally to find needed information. Interact with external customers to provide solutions by utilizing Ryder systems and internal Ryder departments (Sales, Rental, Operations, Billing, Warranty, etc.) to formulate appropriate courses of action and provide resolution
    • Refer unresolved customer grievances to designated departments for further investigation while continuing as organizational liaison to remain in contact with customers with response to inquiries, notify them of claim investigation results, planned adjustments and provide exemplary customer service experience. Ensure a closed loop process for the customer and take ownership of that customers inquiry until it is answered and/or solved

    ADMINISTRATIVE:

    • Effectively handle all incoming calls and follow up calls
    • Strive to have all cases closed within 24 hours or meet the agreed upon SLA
    • 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
    • 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, may be required to work 2nd/3rd shift, weekend and holidays
    • Perform other duties, as assigned

     

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    Ryder 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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