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The representative serves as the primary point of contact to triage and resolve employee inquiries via inbound calls and chats. They are responsible for documenting cases in the management system and escalating complex issues to functional specialists.
Job Seekers can review the Job Applicant Privacy Policy by clicking here.
Job Description:
Summary
Primary point of contact to help triage and resolve employee inquiries and concerns. This position requires daily contact through inbound calls, and chats to determine the exact nature of an employee's concerns. Contact Center Representative may escalate questions and / or concerns to Functional Specialists if unable to resolve. Other daily tasks include generation of solutions for online knowledge base. In addition to technical experience, the Contact Center Representative must have good communication, interpersonal, and organizational skills, and be self-motivated, detail-oriented and well organized.
Essential Functions
Resolve employee inquiries and issues by utilizing contact center procedures, policy manuals, knowledge management system and other reference materials.
Document all employee inquiries and issues in the contact center case management application (i.e. ServiceNow)
Forward employee inquiries to Functional Specialists when specific, in-depth functional knowledge is required
Notify the appropriate team member when updates to the knowledgebase are needed
Identify unusual calling events or frequent employee issues and work with the Contact Center Supervisor or Operations Manager to suggest process, procedure and/or training improvements
Suggest methods to update, simplify, or enhance processes, procedures, and technologies
Participate in special projects as needed
Additional Responsibilities
Performs other duties as assigned.
Skills and Abilities
Strong verbal and written communication skills Presents ideas and information to customers in a clear, concise manner, exhibiting exceptional communication skills (written and verbal), Required
Adapts communication style to different customer groups, Required
Demonstrates attention to and actively strives for understanding of customers’ concerns and opinions, Required
Illustrates ability to listen effectively to customer concerns and issues in order to provide applicable solutions, Required
Creates an environment that encourages sharing of information within the team, by fostering open dialogue with team members, Required
Qualifications
H.S. Diploma/GED, Required
Associate's Degree in Associate's degree or equivalent level of Bachelor's education in HR or related field, Preferred
1 year or more in Case management system(s) (e.g., ServiceNow; Salesforce, etc.), Preferred
1 year or more in HR, Call Center, or related field, Preferred
Travel
No
Job Category
HR ComplianceOur Culture & Commitment:
At Ryder, you’re trusted to make an impact—while enjoying room to grow and having a voice that’s heard. Our culture is built on respect, collaboration, and shared pride in doing great work rooted in innovation and safety.
Your Voice. Your Success. The Future We Build Together.
Compensation Information:
The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below:
Pay Type:
HourlyMinimum Pay Range:
$23.91Maximum Pay Range:
$27.50Ryder is an Equal Opportunity Employer:
We value Diversity and Inclusion in the workplace and encourage all qualified candidates to apply including women, visible minorities, aboriginals and persons with disabilities.
In accordance with our commitment to diversity and inclusion, Ryder welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment, selection, and assessment process. Should you require an accommodation, please inform the Human Resources representative of the nature of the accommodation requested so that we may discuss your needs with you. If you require assistance in order to apply, please contact us at 888-957-9337.
Authorization to Work in Canada:
As part of our commitment to compliance with employment and immigration laws, all applicants must have valid legal authorization to work in Canada. Maintaining this authorization is the responsibility of every employee and is a condition of continued employment.
Important Note:
Some positions require additional screening that may include employment and education verification; motor vehicle records check and a road test; and/or badging or background requirements of the customer to which you are assigned. All screening is conducted in accordance with applicable privacy and human rights legislation and is limited to information directly related to the requirements of the position.
Security Notice for Applicants:
Ryder will only communicate with an applicant directly from a [@ryder.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire. During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through http://www.ryder.com/en-ca/careers.
Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at careers@ryder.com.
Current Employees:
If you are a current employee at Ryder, please click here to log in to Workday to apply using the internal application process.
Job Seekers can review the Job Applicant Privacy Policy by clicking here.
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