FleetCare Customer Service Representative

Ryder System, Inc. is a leader in transportation and logistics solutions, and they are seeking a FleetCare Customer Service Representative. This role involves coordinating preventative maintenance and repairs for Ryder customer units, assisting customers during vehicle breakdowns, and ensuring effective communication and workflow management.

Responsibilities:

• Assist customers who are experiencing a vehicle breakdown
• 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
• 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
• Effectively handle all incoming calls and follow up calls
• Mentor and groom CSCI agents as they are onboarding to include assist with the needs of the training department as opportunities present themselves
• Assist with shift lead role as needed if and when the departmental leadership team deems it necessary
• Work closely with leadership to identify process improvement opportunities
• Process customer service requests on a variety of topics for our customers
• Assist with questions related to billing, warranty, compliance paperwork, and etc
• Display a courteous and positive attitude daily
• Perform other duties as assigned

Requirements:

• Automotive/trucking knowledge/aptitude is essential
• H.S. diploma/GED required General H.S. subjects
• Three (3) years or more experience in Customer Service with issues resolution experience required
• Strong computer skills including typing, spreadsheets, word processing software, and CRM applications advanced required
• Detail oriented with excellent follow-up practices
• Strong customer service skills with displayed enthusiasm, great voice tone, and empathy with drivers who are experiencing a breakdown
• Strong verbal and written communication skills
• Apply effective phone skills
• Capable of multi-tasking, highly organized, with excellent time management skills
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)
• Ability to work independently and as a member of a team