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.

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You are the driving force behind our company.

Start your career with Ryder today!

Monday - Friday, 8:00am - 4:30pm or 9:00am - 6:00pm

• The hourly rate for this position ranges from $17.00 to $20.00 an hour.

• 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

SUMMARY

The Customer Service Advisor will support the shop management process through timely customer communications and scheduling, inventory ordering and stocking, repair follow-up and maintenance file management.

ESSENTIAL FUNCTIONS

• CUSTOMER SERVICE:
• Improve the quality and consistency of customer communications and meet customers’ expectations.
• Perform customer relationship activities to include customer interface, issue resolution and customer satisfaction Execute customer communication protocol pertaining to scheduling and follow-up, vehicle status updates, and customer quoting and billing.
• Improve the quality and consistency of customer communications and ensure customer's expectations are met Drive improvement of Customer Satisfaction (CSI) scores
• WORKFLOW MANAGEMENT:
• Enhance mobile maintenance productivity through effective work scheduling and planning Create work orders and update Gant within Salesforce.
• Review maintenance reports to identify and schedule preventative maintenance, and vehicles requiring follow-up.
• Coordinate outside repair with vendors and customers.
• Provide a resource that allows the operations team time to effectively manage mobile technicians.
• QUOTES/BILLING MANAGEMENT:
• Review Gantt daily to understand which service appointments are or are not able to complete.
• Create quotes for service appointments that need more time, additional parts, or follow-ups from a service.
• Work with parts specialist to make sure all parts are being billed to a customer once work is completed.
• ADMINISTRATIVE:
• Effectively handle all incoming calls, text, or chats
• Create work orders and service appointments for mobile technicians.
• Contribute to billable hours goals by helping workorders through the process of customer paid status.
• Enhance mobile maintenance productivity through effective work scheduling and planning.

ADDITIONAL RESPONSIBILITIES

• Performs other duties as assigned.

EDUCATION

• H.S. diploma/GED, required.
• Bachelor's degree in management/Business/Communication, preferred.

EXPERIENCE

• One (1) to two (2) years or more experience in customer service/issue resolution, required.

SKILLS

• Strong verbal and written communication skills, required.
• Detail oriented with excellent follow-up practices, preferred.
• Apply effective phone skills, preferred.
• Capable of multi-tasking, highly organized, excellent time management skills, preferred.
• Flexibility to operate and self-driven to excel in a fast-paced environment, required.
• Ability to create and maintain professional relationship within all levels of the organization (peers, work groups, customers, & supervisors), required.
• Ability to work independently and as a member of a team, required.
• Strong computer skills including spreadsheets and word processing software, required.

Job Category: Operations and Support

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.

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