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Summary

Ryder Assist Now Customer Service Agent is Centralized Customer Support group for all Ryder Fleet Management customers. Ryder Assist Now receives inquiries from internal and external customers that spans across multiple categories, (e.g., Billing, Process, Claims, etc.…), and is responsible of managing through multiple areas to provide a timely resolution.

The Ryder Assist Now Shop Centralization Representative will demonstrate customer centric abilities in taking proactive control of inquiries by Ryder customers over multiple communication channels (e.g., Phone, Email, Chat, and SMS) 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.

• Candidates with accounting, billing and/or credit experience strongly preferred

• Hourly Rate: $17.00/hour

• 3 weeks of training in Alpharetta, GA

• After training, you will work remote

• All interviews will be in Alpharetta, GA

• Start date will be in January 20, 2025

Schedule: Monday – Friday. Must be open to working between the hours of 8am - 8pm (8 hour shift)

Essential Functions

• CUSTOMER SERVICE:Assist customers who are experiencing a vehicle breakdownExecute customer communication protocol pertaining to vehicle breakdowns and PM scheduling and follow-up, and vehicle status updatesImprove the quality and consistency of customer communications and ensure customer's expectations are metDrive 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 timesCoordinate with on-call technicians, rental counter team, and the customer’s drivers and dispatch teams to identify repair requirements and available substitute unitsCoordinate outside repair with vendors and customers

• ADMINISTRATIVE:Effectively handle all incoming calls and follow up callsProcess 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

• Performs other duties as assigned

• 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, must have the ability to work 2nd/3rd shift, weekend and holidays

Skills and Abilities

• 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

• Capable of multi-tasking, highly organized, with excellent time management skills

• Flexibility to operate and self-driven to excel in a fast-paced environment

• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors, managers, directors, etc.)

• Ability to work independently and as a member of a team

• Detail oriented with excellent follow-up practices

• Apply effective phone skills

• Ability to work in a fast paced environment with occasional process changes.Embrace change and growth as the call center is growing at a rapid pace.

Qualifications

• H.S. diploma/GED required

• Three (3) years or more in Customer Service with issues resolution required

Travel: None

DOT Regulated: No

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Job Category: Customer Service

Compensation Information :

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc.

Compensation ranges for the position are below:

Pay Type :

Hourly

Minimum Pay Range:

$17.00

Maximum Pay Range:

$17.00

The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type.

Benefits Information:

For all Full-time positions only : Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.

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.

Security Notice for Applicants:

Ryder will only communicate with an applicant directly from a [@ryder.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire. During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through www.ryder.com/careers .

Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at careers@ryder.com or 800-793-3754.

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.

Job Seekers can review the Job Applicant Privacy Policy by clicking HERE. (https://ryder.com/job-applicant-privacy-policy)

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