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Ryder System Employee Services Representative II - Records / REMOTE in Richmond, Virginia

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The Employee Services Representative II is responsible for second level triage of transferred calls from Tier 1 OR be the first point of contact for specialized inquires or transactions that need specialized knowledge and / or subject matter expertise (including, but not limited to areas such as: I-9 compliance, Pre-employment services, Unemployment Insurance claims, Immigration Services, Leave Administration, Drug and Alcohol program, HR Compliance, compliance with collective bargaining agreements, HR knowledge administration, or on-site HR support). Operating in a fast-paced environment, illustrating confidence in handling inbound/direct or transferred calls/cases. Ability to work in a team environment, displays critical thinking skills and able to problem solve while providing superior customer support and HR subject matter expertise.

Essential Functions

  • Receive incoming escalation calls from Tier 1 Contact Center Representatives, or from internal customers needing specialized assistance for the functional area(s) assigned

  • Process complex transactions, diagnose and resolve critical issues with the highest level of accuracy, accountability and reliability

  • Extensive phone, email as well as in-person communications, with ability to multi-task

  • Monitor work queues and work independently under the direction of the Manager

  • Exhibit positive attitude while communicating with all internal and external customers

  • Develop deep expertise and specialized knowledge in functional area to aid customer escalation calls

  • Identify areas for continuous improvement

  • Required to meet productivity and accuracy standards as required

  • Cross-train on other duties as assigned by management

  • Flexibility to work overtime / extended hours, if required, in order to support operations during high-volume periods

Additional Responsibilities

  • Performs other duties as assigned.

Skills and Abilities

  • Attention to detail, strong written and verbal communication skills, and efficiency in responding to written messages through a computer system

  • Technological literacy and mastery of navigating web browsers and basic office software such as Outlook and Word

  • Ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments

  • Strong communication, organization, time management skills, and functional expertise (e.gbenefits, compensation)

  • Time management

  • Excellent collaboration and team building skills

  • Proficient in Microsoft Office environment intermediate required


  • Associate's degree preferred

  • Bachelor's degree preferred

  • Two (2) years or more in functional service area (i.e. Separations, Benefits, Leaves, Global Mobility, Payroll, ER / LR, etc.) required

  • Two (2) years or more relevant work experience (i.e. processing mass data uploads, payroll, organizational changes, etc.) required

  • Proficient in Microsoft Office environment intermediate required

Travel: None

DOT Regulated: None

Pay range for this role is $23 an hour

Job Category: HR Compliance

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)_

Current Employees:

If you are a current employee at Ryder (not a Contractor or temporary employee through a staffing agency), please click here (http://wd5.myworkday.com/ryder/d/task/1422$3.htmld) to log in to Workday to apply using the internal application process.