Customer Care Specialist II

Cox Enterprises • Houston, TX

1d • Onsite

About The Position

Cox Fleet is a leading provider of on-site mobile maintenance and repair services nationwide, offering mobile on-site fleet service for light, medium, and heavy-duty trucks and trailers. They also service customers utilizing their 20+ nationwide service centers, each offering accident repair, painting, refurbishment, and heavy mechanical repair. They are supported by a 24/7 in-house call-center and provide scheduled maintenance services and unscheduled services to fleets anywhere, anytime. Cox Fleet is currently hiring a Customer Care Specialist II to join their Maintenance Shop Team to support future growth.

Requirements

• High school diploma or GED and 3 years of experience in a related field.
• Strong communication and customer service skills.
• Experience using Microsoft Office Suite.
• Experience in a high-volume customer service role.
• Must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

Nice To Haves

• Any level degree/certification beyond a high school diploma/GED in a related discipline and up to 1 year of experience.
• 5 years’ experience in a related field.

Responsibilities

• Serve as a post-sales partner to customers, ensuring a seamless experience after service implementation.
• Conduct follow-up quality control check-ins through calls and meetings to ensure services meet expectations.
• Make outbound calls on behalf of coordinators to confirm work quality and technician performance.
• Proactively gather customer feedback, identify opportunities for additional work, and recommend service improvements.
• Support multiple client accounts, helping ensure a consistent and high-quality customer experience.
• Partner with internal teams to monitor performance, resolve issues, and drive continuous improvement.
• Create and maintain marketing collateral to share with clients, outlining services and highlighting market coordinators and technicians.
• Work closely with assigned customers to ensure equipment is scheduled and repaired in a timely manner.
• Manage repair costs through estimate review, audit, and approval processes with customers and fleet managers.
• Oversee coordination and follow-up of scheduled and unscheduled service events.
• Maintain audit processes to ensure accuracy of invoices and preventive maintenance forms.
• Process and approve repairs based on vendor recommendations and customer authorization.

Benefits

• Employees are eligible to receive a minimum of 6.67 hours of paid time off every month and seven paid holidays throughout the calendar year.
• Additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Health care insurance (medical, dental, vision)
• Retirement planning (401(k))
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees