Service Center
We serve as the voice of the customer, providing support, resolving issues, and ensuring a positive experience across our services. Our team responds to inquiries, delivers timely updates, and works closely with internal departments to meet customer needs and build lasting relationships.
Service Center:
Available 24 hours a day, 7 days a week for all customer inquiries. Internal associates contact us via Teams or the Quick Links below.
Department Head: Erika Wallace, Director of Customer Relations ·
Avg Response: Within 1 hr ·
Hours: 24 / 7
Our Mission
"To provide Outstanding transportation and logistics service to our customers, fueled by our team members who are committed to delivering exceptional results while building an extraordinary brand."
Performance Standards
85%
First Call Resolution
Rate target
90%
Overall Metrics
Target or higher
≤30m
Phone Resolution
Time target
≤1hr
Email & Chat
Resolution target
Low
Hold Times
Continuous effort to minimize
24/7
Availability
For all customers
Strategic Goals
1
Influence and contribute to customer focused solutions across all Joyner service lines.
2
Achieve and maintain an 85% or higher First Call Resolution rate across all teams.
3
Make it easy to do business with Joyner — reducing friction, improving processes, and delivering Outstanding service at every touchpoint.
4
Maintain 90% or higher on all Service Center performance metrics company-wide.
5
Resolve all email and chat inquiries within 1 hour and all phone interactions within 30 minutes.
6
Continuously minimize hold times so every customer reaches a team member quickly and efficiently.
How We Add Value
We Connect
We connect with our customers on the front line — serving as the voice of Joyner for every inquiry, concern, and interaction across all of our services.
We Enable
We enable the customer experience through Outstanding Recovery when customers are not satisfied with the services rendered — turning difficult moments into opportunities to build lasting trust.
We Own
We own our responsibilities and the decisions made by our team members — because we are one team, one voice, and one standard of excellence for every customer we serve.
Our Service Teams
Demand Pool A — Passenger & Mobility
Airport Shuttle, Corporate Shuttle, Mobility Service, Joyner Store
Demand Pool B — Freight & Logistics
Joyner Freight, Tractor Trailer Parking, Pilot Service, External Dispatch, Haul Out, Animal Transport, Intermodal, Broker Services
Demand Pool C — Ryde
Ryde ridesharing platform support and community relations
Demand Pool D — Roadside Assistance
Roadside Assistance service provider support and customer recovery
How to Work With Us
1
Call or Submit
Submit a request using any of the forms in the Quick Links section — available 24/7. Takes 2 min.
2
We Review
A Service Center team member picks up your inquiry within 30 minutes and begins assistance.
3
We Resolve
We work to resolve your issue and keep you updated via phone, email, or chat throughout. Within 1 hr.
4
Confirmation
You receive confirmation of resolution and any follow-up steps or documentation via email.
Response Time Standards
The Service Center is committed to timely, professional resolution of every inquiry. Below are our standard response time targets by priority level.
Critical
1 hr
Service outage, data breach, or safety incident affecting operations
High
4 hrs
Customer-facing issue or escalated complaint requiring same-day resolution
Standard
24 hrs
General inquiries, account updates, and non-urgent service requests
Low
48 hrs
Feedback, suggestions, and non-time-sensitive documentation requests
Escalation Matrix
Tier 1
Standard
Standard Resolution
Handled by the Service Center associate on first contact. Covers general inquiries, account questions, order status, and routine requests.
Tier 2
Senior
Senior Associate or Specialist
Complex cases requiring advanced knowledge, exceptions, credits, or department coordination. Escalate within 30 minutes of identifying the need.
Tier 3
Manager
Service Center Manager
Involves complaints, threatened legal action, media escalation, significant financial impact, or cases the customer has already escalated once. Manager must be looped in immediately.
Exec
Ops & Exec
Executive Operations & Executive Leadership
Reserved for enterprise client issues, regulatory matters, data or security incidents, and high-profile complaints with potential reputational risk to Joyner.
Department Resources
Customer Outreach Request
Request customer follow-up or outreach coordination from the Service Center team.
Escalation Request Form
Escalate unresolved customer issues for senior associate or manager handling.
Print Request
Submit a print job for Service Center materials, scripts, or documentation.
HubSpot CRM
Customer management platform for logging cases, tracking interactions, and managing escalations.
Policies & SOPs
Key PoliciesView all ›
Service Standards & Best Practices
Every interaction handled through the Service Center represents the Joyner brand. These standards apply to all Service Center associates across every channel.
First Contact Resolution
Resolve the customer’s issue on the first interaction whenever possible. Avoid unnecessary transfers and follow-ups that increase customer effort.
Document Everything in HubSpot
Every customer interaction — call, chat, or email — must be logged in HubSpot with a case note before the end of your shift. No exceptions.
Empathy Before Solutions
Acknowledge the customer’s frustration or concern before jumping to resolution steps. A customer who feels heard is more receptive to solutions.
Escalate Early, Not Late
If you sense an interaction escalating, involve a senior associate or manager early — before the customer asks to speak to someone else.
Own the Customer’s Experience
Do not pass the problem — own it. Even if resolution requires another team, stay engaged, communicate updates, and follow up until the issue is closed.
Close Every Case Properly
Confirm resolution with the customer before closing the case in HubSpot. Send a brief confirmation or summary when appropriate so the customer has a record.
Related Departments
iHelp
Internal associate support
Operations & Launch
Operational escalations
Safety & Insurance
Safety incident escalations
Financial Services
Billing & account issues
Department Forms
6 forms available — Click any form below. Your name and alias will be pre-filled. You will receive a confirmation email with your ticket number.
Frequently Asked Questions
How do I escalate a customer issue that wasn’t resolved on first contact?
All unresolved customer issues must be escalated within 30 minutes of the initial interaction. Use the “Escalation Request Form” Quick Link to submit the escalation, including the customer name, issue description, steps already taken, and the reason for escalation. The escalation team will take ownership of the case and provide an update within 1 hour. Escalated cases are tracked in HubSpot for full visibility.
Which team should handle my customer’s inquiry?
The Service Center is organized into four teams based on the service line. Demand Pool A handles Airport Shuttle, Corporate Shuttle, Mobility Service, and Joyner Store. Demand Pool B handles Joyner Freight, Tractor Trailer Parking, Pilot Service, External Dispatch, Haul Out, Animal Transport, Intermodal, and Broker Services. Demand Pool C handles Ryde. Demand Pool D handles Roadside Assistance. Route the customer to the appropriate team or transfer their case using HubSpot.
What are the Service Center’s resolution time targets?
Phone interactions should be resolved within 30 minutes. Email and chat inquiries should be resolved within 1 hour. First Call Resolution is targeted at 85% or higher. Overall Service Center metrics should be at 90% or higher. Hold times should be kept as low as possible at all times. These targets are monitored continuously and reported quarterly to department leadership.
How do I request customer outreach or follow-up on a case?
Customer outreach and follow-up requests are submitted using the “Customer Service Engagement Request” Quick Link. Include the customer name, contact information, the nature of the inquiry or concern, and any previous case numbers from HubSpot. The Service Center team will reach out to the customer on your behalf and log all interactions in the CRM.
How does the Service Center work with iHelp and internal departments?
The Service Center works closely with iHelp for internal associate support and training questions that arise during live customer interactions. For complex billing, legal, or compliance issues that require internal department involvement, the Service Center coordinates through HubSpot and direct Teams communication with the relevant department. Associates can also submit an iHelp request directly from this page using the iHelp Quick Link in the sidebar.
News & Announcements
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