Call Center Representative – Shop Central Support

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

📋 Description

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

• Arrange service for truck and trailer breakdowns.

• Organize preventive maintenance services.

• Address service-related inquiries, including billing, warranty, and compliance paperwork.

• Support customers facing vehicle breakdowns.

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

• Enhance the quality and consistency of customer communication to meet expectations.

• Contribute to the improvement of Customer Satisfaction Index scores.

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

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

• Coordinate external repairs with vendors and customers.

• Manage incoming calls and follow-up communications.

• Engage in quality assurance reviews of monitored calls.

• Execute other assigned tasks and promote a positive call center atmosphere.

⛳️ Requirements

• High school diploma or GED is required.

• Minimum of three (3) years in Customer Service with issue resolution experience.

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

• Strong verbal and written communication capabilities.

• Ability to multitask, maintain organization, and exhibit excellent time management skills.

• Flexibility and motivation to thrive in a fast-paced environment.

• Capacity to build and sustain professional relationships across all levels of the organization.

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

• Detail-oriented with outstanding follow-up skills.

• Effective telephone communication skills.

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

• Availability from Monday to Friday.

• 1st shift availability starting at 8:00 AM or 9:00 AM.

🏝️ 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 bonus, commission, and/or long-term incentive plans based on position level/type.

• Remote work opportunity.