Customer Care Specialist II
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. The right candidate could also have a different combination, such as any level degree/certification beyond a high school diploma/GED in a related discipline and up to 1 year of experience; or 5 years’ 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.
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
- 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
- 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)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
