Call Center Representative

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Handle incoming phone calls from Ryder Platinum National Accounts, Ryder Shops, and On Demand Customers.

• Arrange service for truck and trailer breakdowns as well as preventive maintenance.

• Provide assistance with service-related inquiries.

• Support customers who are facing vehicle breakdowns.

• Implement customer communication protocols for breakdowns, preventive maintenance scheduling, follow-ups, and vehicle status updates.

• Enhance the quality and consistency of customer communications while ensuring that customer expectations are fulfilled.

• Drive improvements in Customer Satisfaction Index (CSI) scores.

• Adhere to shift schedules, including designated breaks and lunch times, to optimize service productivity.

• Collaborate with on-call technicians, rental counter teams, customers’ drivers, and dispatch teams to determine repair needs and substitute units.

• Manage external repairs in coordination with vendors and customers.

• Handle incoming and follow-up calls efficiently.

• Address customer service requests related to billing, warranty, compliance paperwork, and various other topics.

• Engage in quality assurance evaluations for monitored calls.

• Undertake additional duties as assigned.

• Contribute to fostering a positive work environment in the call center.

⛳️ Requirements

• High School diploma or GED is required.

• A minimum of three (3) years of experience in Customer Service with a focus on issue resolution is necessary.

• Must be adaptable to work all shifts, including weekends and holidays.

• Exceptional customer service skills demonstrated through enthusiasm, a pleasant voice tone, and empathy towards drivers in distress.

• Strong verbal and written communication abilities.

• Proficient in multi-tasking, highly organized, and possess excellent time management skills.

• Flexibility to operate independently while being self-motivated to thrive in a dynamic environment.

• Capacity to establish and maintain professional relationships at all organizational levels.

• Ability to work autonomously as well as collaboratively within a team.

• Detail-oriented with robust follow-up practices.

• Effective telephone communication skills.

• Capability to function in a fast-paced setting with occasional process adjustments.

• Willingness to adapt to change and pursue professional growth.

• Availability to work all shifts, including weekends and holidays, in a 24/7 call center operation.

🏝️ Benefits

• Additional $1.00/hr for 2nd shift and $1.50/hr for 3rd shift.

• Options for medical, prescription, dental, vision, life insurance, and disability insurance.

• Paid time off for vacation, illness, bereavement, family, and parental leave.

• Tax-advantaged 401(k) retirement savings plan.

• Remote training provided.