Current Employees: If you are a current employee at Ryder (not a Contractor or temporary employee through a staffing agency), please click here to log in to Workday to apply using the internal application process. To learn how to apply for a position using the Career worklet, please review this quick reference guide. Job Seekers can review the Job Applicant Privacy Policy by clicking HERE. You are the driving force behind our company. Start your career with Ryder today! 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. Essential Functions 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 Additional Responsibilities 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 Skills and Abilities 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. Qualifications H.S. diploma/GED required Three (3) years or more in Customer Service with issues resolution required Travel None DOT Regulated No #Li-post #FB #INDexempt Job Category Customer Service 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. Job Seekers can review the Job Applicant Privacy Policy by clicking HERE. Ryder operates behind the scenes, managing critical fleet, transportation and supply chain functions for over 50,000 customers, many of which make the products that consumers use every day. When you choose Ryder, you get access to industry-leading technology, one of North America’s largest fleet of trucks, an expansive infrastructure of maintenance facilities and warehouses, and some of the most talented people in the industry.