FleetCare Customer Service Representative

Job Description:

Summary
FleetCare Agents coordinate all aspects of Preventative Maintenance and repairs for Ryder Customer Units in remote locations with our Outside Vendor network, including scheduling, reviewing estimates, confirming warranty, reviewing repair Invoices for accuracy and cost control.   Use of mechanical and technical shop knowledge essential.
Essential Functions

• Customer Service: 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

• Work Flow Management: 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

• Administrative: Effectively handle all incoming calls and follow up calls. The candidate will be able to mentor and groom CSCI agents as they are onboarding to include assist with the needs of the training department as opportunities present themselves. Will assist with shift lead role as needed if and when the departmental leadership team deems it necessary. The candidate will 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. All calls are monitored for Quality Assurance purposes and Call Center Customer Service Representatives will be required to participate in QA reviews

Additional Responsibilities

• Display a courteous and positive attitude daily

• Performs other duties as assigned

  
  Skills and Abilities

• 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

• Strong computer skills including typing, spreadsheets, word processing software, and CRM applications advanced required

Qualifications

• 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

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. 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. Compensation ranges for the position are below:

 Pay Type:

Hourly 

Minimum Pay Range:

$22.00

 Maximum Pay Range:

$22.00

 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.