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Ryder System COOP Customer Service Rep in MIAMI, Florida

Position Description

Get the benefits package of a Fortune 500 company, and the excitement of a technology startup all in one job! Join COOP by Ryderâ„¢, a unique technology platform that enables businesses to share commercial vehicles. Think AirBnB for trucks!

COOP is gaining momentum and we are looking to add a Customer Service Representative to our Miami team. This is a fun role, mixing innovation, problem solving and customer service. Leverage your passion for helping people, to generate new customers and drive repeat business from our growing user base.

COOP operates from a fun office in a central location in Doral; We encourage a lot of collaboration between team members and offer great career opportunities as we continue to expand to new markets.

#LI-POST.

Requirements

  • H.S. diploma/GED

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

  • 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.)

  • Work in a fast paced environment with occasional process changes

  • Work independently and as a member of a team

  • Detail oriented with excellent follow-up practices

  • Apply effective phone skills

  • Embrace change and growth as the call center is growing at a rapid pace

  • Strong computer skills including typing, spreadsheets, word processing software, and CRM applications (advanced level)

Responsibilities

  • 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

  • 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

  • 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, must have the ability 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 2019-78519

Category Product Management - FMS

Employment Type Regular - Full Time (4)

Travel Requirements 0-10%

Position Code 9557

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