Ryder System, Inc.Remote
FleetCare Customer Service Representative
United States of America
Full Time
1 hour ago
$22 USD
H1B Sponsor Likely
Key skills
Customer ServiceAutomotive KnowledgeComputer SkillsMulti-taskingCRMLeadershipCommunication
About this role
Ryder System, Inc. is a leading logistics and transportation company, and they are seeking a FleetCare Customer Service Representative. This role involves coordinating preventative maintenance and repairs for Ryder customer units, assisting customers with vehicle breakdowns, and managing customer service requests efficiently.
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:
- 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
- Automotive/trucking Knowledge/aptitude Is Essential