Outside Repair Administrative Agent I

Title: CORT – Outside Repair Admin Agent I – CORT – Remote

Location: United States

Monday – Friday, 8:00am – 4:30pm, depending on time zone

Parts, invoice and SRT experience preferred

Will be handling repairs for all units assigned to CORT, that need to be repaired at outside OEM Vendors

Summary

The Outside Repair Agent will be part of centralized support team that will receive intake forms from field operations teams to handle mechanical issues that need to go to an outside vendor/dealer for repair. Agent will be responsible to schedule service for truck and trailer mechanical failures, review and submit warranty as needed, assist with service related questions and set up and document necessary information in the case management tool. The Outside Repair Agent must be able to deliver outstanding customer service to ensure every Ryder branch and Ryder customer receives the best customer service experience.

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

• 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
• Have the ability to be multifunctional across all aspects of the call center operation from one business to the next
• 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