Call Center Representative

Call Center Representative - Shop Central SupportThe Call Center Representative I will receive inbound phone calls at our call center from Ryder Platinum National Accounts, Ryder Shops, and On Demand Customers and will be responsible to help schedule service for truck and trailer breakdowns, plus scheduling preventive maintenance (PM) service, as well as assist with service related questions. The Call Center Customer Service Representative must be able to deliver outstanding customer service to ensure customers receive the best customer service experience.Knowledge of heavy duty truck maintenance is a plus! Monday - Friday - Pay is $18.00/hr 1st shift position starting at 8:00am or 9:00am This is a remote position Start date is October 19, 2026Essential FunctionsCUSTOMER 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) scoresWORK 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 customersADMINISTRATIVE: 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 reviewsAdditional ResponsibilitiesPerforms other duties as assignedContribute to making the call center a great place to workDisplay a courteous and positive attitude dailySkills and AbilitiesStrong customer service skills with displayed enthusiasm, great voice tone, and empathy with drivers who are experiencing a breakdownStrong verbal and written communication skillsCapable of multi-tasking, highly organized, with excellent time management skillsFlexibility to operate and self-driven to excel in a fast-paced environmentAbility 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 teamDetail oriented with excellent follow-up practicesApply effective phone skillsAbility 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.QualificationsH.S. diploma/GED requiredThree (3) years or more in Customer Service with issues resolution requiredTravel: None DOT Regulated: No Ryder