Ryder System Ryder Assist Now Customer Service Representative in Roswell, Georgia
Are you looking for an excellent place to work that offers great pay, benefits and incentives?
Do you want a rewarding career with one of the largest transportation companies in the country?
If you answered “Yes” to these questions, you’ve got to check out Ryder!
For 85 years, Ryder has provided customers around the world with integrated transportation, logistics, and supply chain management solutions that enhance the way they do business. Building and maintaining a fleet takes time, resources, and expertise few companies can spare.
At Ryder, we offer outstanding incentives:
-Generous Paid Time Off
-Career advancement strategies that will help you secure your future!
We are a Fortune 500 company with 800+ locations and 36,000 employees across the US! Employee satisfaction is part of our culture.
The Ryder Assist Now Customer Service Representative will demonstrate customer centric abilities in taking proactive control of inquiries by Ryder customers over the phone by processing information received and seeking to understand their unique needs, focusing on the situation through the lens of the customer. The representative will take active ownership of the customer’s matter and see it through to complete resolution.
1st shift positions - Monday - Friday
Pay is $16.50/hr
High School diploma or equivalent
Two (2) years or more experience in Customer Service with issues resolution
Two (2) years or more Ryder experience preferred
Build strong customer relationships. Excellent customer service leading to increased customer satisfaction and loyalty
Effectively solve problems and challenges that satisfy customers.
Demonstrate a sense of urgency in addressing and delivering resolution to all customer inquiries
Identify, research, and deliver appropriate actions based on the customers’ inquiry at hand using multiple resources including technology and internal Ryder departments in an effective and efficient manner
Listen, write, and speak effectively. Inform, explain, and give instructions. Apply effective phone skills as well as document case notes effectively
Take control of the situation and take ownership of every customer experience
Work independently and as a member of a team.
Work in a fast paced environment with occasional process changes
Work with others to obtain results
Embrace change and growth as the call center is growing at a rapid pace
Understand and demonstrate the ability to use industry and organizational terminology (acronyms) preferred
Strong computer skills including typing, spreadsheets, word processing software, and CRM applications (Advanced level)
Confer with customers by telephone, obtain details of issue, research and identify needed information for customer
Work to document all customer interactions and conversations via the case management system while upholding the quality standards of the department. This will be inclusive of conversations, emails, or any communications that are made in reference to a particular inquiry or case
Improve the quality and consistency of customer communications and ensure customer's expectations are met
Follow all internal processes and procedures
Make every attempt for first call resolution
Provide great customer service to every caller
WORK FLOW MANAGEMENT:
Collaborate internally to find needed information. Interact with external customers to provide solutions by utilizing Ryder systems and internal Ryder departments (Sales, Rental, Operations, Billing, Warranty, etc.) to formulate appropriate courses of action and provide resolution
Refer unresolved customer grievances to designated departments for further investigation while continuing as organizational liaison to remain in contact with customers with response to inquiries, notify them of claim investigation results, planned adjustments and provide exemplary customer service experience. Ensure a closed loop process for the customer and take ownership of that customers inquiry until it is answered and/or solved
Effectively handle all incoming calls and follow up calls
Strive to have all cases closed within 24 hours or meet the agreed upon SLA
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
Contribute to making the call center a great place to work
Display a courteous and positive attitude daily
The call center is a 24/7 operation, may be required to work 2nd/3rd shift, weekend and holidays
Perform other duties, as assigned
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.
Requisition ID 2018-65620
Category Admin Support, Clerical & Service Coordinators
Employment Type Regular - Full Time (4)
Travel Requirements 0-10%
Position Code 9557