Customer Care Specialist II

Cox Fleet • Houston, TX

9h

About The Position

Cox Fleet is currently hiring a Customer Care Specialist II to join our Maintenance Shop Team to support future growth of the Company. Cox Fleet is the 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. Cox Fleet also services customers utilizing its 20+ nationwide service centers; each offering accident repair, painting, refurbishment, and heavy mechanical repair. We are supported by a 24/7 in-house call-center and provide scheduled maintenance services and unscheduled services to fleets anywhere, anytime.

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED