Customer Support Line: (888) 237-6516 — The Service Center is available 24 hours a day, 7 days a week to assist customers and associates.
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.
Department Head
Erika Wallace
Director of Customer Relations
Last Updated
January 2026
Page content & resources
Hours of Operation
24 / 7
Always available for customers
How to Work With Us
1
Call or Submit
Call (888) 237-6516 or submit a request via Quick Link — available 24/7 for all customers.
Takes 2 min
2
We Review
A Service Center team member picks up your inquiry within 30 minutes and begins assistance.
Within 30 min
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.
Request complete
Department News
View allUpdate
Q1 2026 Service Center metrics published — first call resolution rate at 87%, exceeding the 85% target
General
HubSpot CRM updated with new customer tagging and escalation tracking features — all associates should review the update
General
Team B expanded to include External Dispatch and Animal Transport support — training sessions scheduled for January
Update
Escalation request process updated — all unresolved issues must be escalated within 30 minutes using the new form
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.
Department Announcements
View allUpdate
Q1 FCR rate at 87% — above the 85% target, great work team!
General
HubSpot CRM update now live — review the new escalation tracking features
General
New escalation process requires action within 30 minutes for all unresolved cases
Our Service Teams
A
Team A — Passenger & Mobility
Airport Shuttle, Corporate Shuttle, Mobility Service, Joyner Store
B
Team B — Freight & Logistics
Joyner Freight, Tractor Trailer Parking, Pilot Service, External Dispatch, Haul Out, Animal Transport, Intermodal, Broker Services
C
Team C — Ryde
Ryde ridesharing platform support and community relations
D
Team D — Roadside Assistance
Roadside Assistance service provider support and customer recovery
Performance Standards
85%
First Call Resolution Rate target
90%
Overall metrics target or higher
≤30 min
Phone resolution time target
≤1 hr
Email & chat resolution target
Low
Continuous effort to minimize hold times
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.
Policies & SOPs
View allCustomer Service Standards SOP
SOP · Jan 2026
Escalation Policy
Policy · Jan 2026
Resolution Time Standards
SOP · Jan 2026
First Call Resolution Guide
Guide · Jan 2026
HubSpot CRM Usage Policy
Policy · Jan 2026
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. Team A handles Airport Shuttle, Corporate Shuttle, Mobility Service, and Joyner Store. Team B handles Joyner Freight, Tractor Trailer Parking, Pilot Service, External Dispatch, Haul Out, Animal Transport, Intermodal, and Broker Services. Team C handles Ryde. Team 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.
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