Ryder System COOP - Customer Support Specialist in Doral, Florida
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COOP by Ryder, one of the fastest growing startups in logistics and backed by a Fortune 500 company, is the leading platform for peer-to-peer truck sharing. Since launching in Atlanta in 2018, we have achieved exceptional year-over-year growth and expanded our vehicle-sharing service to businesses nationwide.
At COOP, we encourage curiosity and collaboration – all ideas are welcome. You will always find our tight-knit team creating innovative solutions, tackling complex challenges and delivering exceptional customer experiences. If you are looking to join a fun, fast growing, driven team with a great benefits package and with different opportunities to learn and develop, we’d love to meet you!
The Customer Support Specialist will handle both inbound and outbound phone calls for both lenders and renters within the COOP platform. CS1 will be responsible to manage customer support, roadside, billing, collections and sales support. The Customer Support Specialist must be able to deliver outstanding customer service to ensure customers receive the best customer service experience.
Assist customers who are experiencing issues within the COOP application
Execute customer communication templates pertaining to roadside breakdowns, late rentals and insurance verification
Improve the quality and consistency of customer communications and ensure customer's expectations are met
WORK FLOW MANAGEMENT:
Enhance service productivity by identifying platform atomization ideas
Follow up with service technicians, rental counter team, and the customer’s drivers and dispatch teams to maximize centricity with customer issues at hand
Effectively handle all incoming calls and follow up calls
Process customer service tickets 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
Display a courteous and positive attitude daily
The call center representative is a Monday Through Friday and/or Saturday operation, must have the ability to work some weekends and holidays
Skills and Abilities
Embrace change and growth as the call center is growing at a rapid pace.
Strong customer service skills with displayed enthusiasm, great voice tone, and empathy with customers
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.
H.S. diploma/GED required
Three (3) years or more in Customer Service with issues resolution required
Job Category: Customer Service
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.