Call Center Representative

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

📋 Description

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

• Arrange service for truck and trailer breakdowns.

• Organize preventive maintenance services.

• Provide assistance with service-related inquiries.

• Support customers dealing with vehicle breakdowns.

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

• Enhance the quality and consistency of customer communication and ensure that customer expectations are fulfilled.

• Drive improvements in Customer Satisfaction Index scores.

• Identify available resources by adhering to shift schedules, including breaks and lunch periods.

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

• Manage outside repairs with vendors and customers.

• Handle incoming and follow-up calls.

• Process customer service requests, including inquiries about billing, warranty, and compliance paperwork.

• Engage in quality assurance reviews of monitored calls.

• Perform additional duties as assigned.

• Help foster a positive work environment in the call center.

• Maintain a courteous and positive demeanor daily.

⛳️ 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 willing to work all shifts, including weekends and holidays.

• Strong customer service skills with enthusiasm, a pleasant voice tone, and empathy for drivers facing breakdowns.

• Excellent verbal and written communication skills are essential.

• Ability to multitask, highly organized, with outstanding time management abilities.

• Flexibility to operate independently and a self-driven attitude to thrive in a fast-paced environment.

• Capability to build and sustain professional relationships at all organizational levels.

• Ability to work both independently and collaboratively as part of a team.

• Detail-oriented with strong follow-up practices.

• Effective phone communication skills.

• Ability to adapt to a dynamic work environment with occasional process adjustments.

• Willingness to embrace change and pursue growth opportunities.

• Availability to work weekends and holidays in a 24/7 call center setting.

🏝️ Benefits

• 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.

• Potential for annual bonuses, commissions, and/or long-term incentive plans based on position level/type.