Contact Center Representative I

**Job Description**:
**About Ryder**

At Ryder, we have a long history of investing in our employees and providing a collaborative team-based culture that encourages growth across all levels and positions.

We are a Fortune 500 company with 800+ locations and over 40,000 employees across the US and Canada Employee satisfaction is part of our culture.

**About the Job**

**Type**: Full Time

**Shift**: Monday - Friday 11:30am EST - 8:00pm EST

**Wage**: $27.50

**Location**: Edmonton, AB

**Why Ryder?**
- **10 days of Paid Time Off upon hire**:

- **Excellent benefits package after 30 days (Medical, Dental & Vision)**:

- **Retirement Benefits including Defined Contribution Pension Plan (DCPP), Group Registered Retirement Savings Plan (RRSP) and Deferred Profit Sharing Plan (DPSP)**:

- **Employee discount of 15% on Ryder stock**:

- **A safe, friendly and respectful work environment**:

- **Recognized by Forbes as one of Canada's Best Employers in 2025**

**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.
- 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 Bachelors'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 Compliance

**Compensation Information**:
**Pay Type**:
Hourly

Minimum Pay Range:
$27.50

Maximum Pay Range:
$27.50

Ryder is an Equal Opportunity Employer:
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.

Security Notice for Applicants:
Current Employees:
\#wd