Customer Care Specialist II (Cox Automotive Fleet Client Solutions Delivery
About The Position
Mobility Fleet Operations is revolutionizing the industry with digital-first fleet solutions connecting fleets with maintenance experts, using data-driven technology via an automated marketplace of service providers & proprietary fleet technology. Fleet Operations is Cox Automotive Mobility’s centralized Maintenance Management division; designed for fleets, operators and teams who need an on-demand service solution, data driven insights, and a team of fleet experts to support them so they can focus on their core business. The Customer Care Specialist II has a responsibility to ensure that the overall customer experience is “best in class.” This is the be accomplished by the execution of the outlined processes within the work instructions with proficiency and enthusiasm. The Customer Care Specialist II will demonstrate active listening skills to ensure that the customer’s needs are met and exceeding customer and company expectations. Field a high volume of inbound calls. Provide excellent customer service for all Inbound and outbound calls. Timely and accurate documentation and notation in all systems regarding each customer contact Originating all new transactions, (via inbound and outbound calls), regarding preventative maintenance, as well as immediate and scheduled service and repairs Assign service requests to the respective market for Dispatching Coordinating towing of customer units when necessary Scheduling outside vendors when an emergency breakdown is called in Continuously develop and improve company capabilities in the area of Dispatching Be professional and establish positive customer rapport, encouraging repeat business Additional duties and special projects as assigned
Requirements
- High School Diploma/GED and 3 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; or 5 years’ experience in a related field
- Knowledge of Microsoft Office Suite
- Ability to work independently and collaboratively within a team environment
- Able to multi-task and meet tight deadlines
- Excellent problem-solving skills
- Must hold a valid driver’s license
- Highly organized with exceptional follow-through abilities
- Drug Testing To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
Responsibilities
- Field a high volume of inbound calls.
- Provide excellent customer service for all Inbound and outbound calls.
- Timely and accurate documentation and notation in all systems regarding each customer contact
- Originating all new transactions, (via inbound and outbound calls), regarding preventative maintenance, as well as immediate and scheduled service and repairs
- Assign service requests to the respective market for Dispatching
- Coordinating towing of customer units when necessary
- Scheduling outside vendors when an emergency breakdown is called in
- Continuously develop and improve company capabilities in the area of Dispatching
- Be professional and establish positive customer rapport, encouraging repeat business
- Additional duties and special projects as assigned
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.
- Employees are also eligible for 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.
- Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
