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• The CSC - Mobile Maintenance Agent will support the shop management process through timely customer communications, schedule maintenance, write up work orders, create invoices and generate PO's along with other assigned tasks.

The Customer Service Rep will support the shop management process through timely customer communications and scheduling maintenance, inventory ordering and stocking, repair follow-up and maintenance file management. In this role, you will acquire proven industry knowledge, skills and resources to develop your operations & fleet maintenance background. We allow you to carve out your own career path and promote from within , based on performance.

SUMMARY

The Call Center Customer Service Representative III will receive inbound phone calls at our Central Call Center related to various topics. May be responsible for assisting customer related to breakdowns, preventative maintenance scheduling, or general customer service questions. This position will also function as a third level of expertise in all matters associated with the call center operation.

The Call Center Customer Service Representative III 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, or need preventive maintenance scheduled, or assist with any Ryder related questions. 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. Make assessments to the case and workflows to determine if all internal processes and procedures are being followed. Function as an account specific team member with a greater understanding of customer specific parameters. 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. The candidate will be able to mentor and groom CSCI agents as they are onboarding to include assist with the needs of the training department as opportunities present themselves. Will assist with Sr. level CSR as needed if and when the departmental leadership team deems it necessary. The candidate will work closely with leadership to identify process improvement opportunities when necessary. 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

Contribute to making the call center a great place to work

Subject Matter expect as needed

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

Have the ability to be multifunctional across all aspects of the call center operation from one business to the next

Performs other duties as assigned

EDUCATION

H.S. diploma/GED

Associate's degree General preferred.

EXPERIENCE

One (1) year or more experience As a Ryder Customer Service Representative or related technical role

Four (4) years or more experience Customer Service with issues resolution experience preferred

Three (3) years or more experience Customer service experience

SKILLS

Detailed oriented with excellent follow-up practicesDetail oriented with excellent follow-up practices

Ability to guide, engage, and impart knowledge to others. Exceptional peer relationships

Strong verbal and written communication skills. Exceptional communication skills

Ability to build strong customer relationships. Strong customer service skills with displayed enthusiasm, great voice tone, and empathy with customers that need assistance

Ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments. Ability to multi-task

Performs work independently with minimal supervisionSelf-motivated

Ability to take charge and manage co-workers. Leadership qualities

KNOWLEDGE

Strong computer skills including typing, spreadsheets, word processing software, and CRM applications; advanced level.

LICENSES

TRAVEL

None

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. (https://ryder.com/job-applicant-privacy-policy)

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