Senior Logistics Concierge (Manheim)

Cox Communications • Phoenix, AZ

1d • Hybrid

About The Position

This is a hybrid position where the selected candidate must reside within 50 miles of the Phoenix, AZ office and be willing to report to the office located at 4615 E. Elwood St. Suite 400 Phoenix, AZ 85040. The role involves becoming proficient in all knowledge base requirements, platforms, systems, and tools to resolve client needs efficiently and maintain accurate client records. The Senior Logistics Concierge will manage a high volume of tasks, identify client needs, research issues, and provide solutions. They will build sustainable relationships by providing best-in-class service, meeting inbound call quality guidelines, and acting as a client advocate. The role requires working across the organization to resolve client requests, assisting clients with the onboarding process, and communicating effectively on how to use client-facing tools. Other duties may be assigned by management.

Requirements

• High School Diploma/GED and 5 years’ experience in a related field
• OR any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years’ experience
• OR 7 years’ experience in a related field
• Experience with Escalation Calls in a Customer Service Environment
• Working knowledge and proficiency with Microsoft Office applications and Sales Force

Nice To Haves

• Experience in logistics in the automotive industry
• Trained in Multi- Channel Communication
• Bilingual

Responsibilities

• Become proficient in all knowledge base requirements to resolve clients’ needs as efficiently as possible
• Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data
• Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy
• Manage high volume of tasks in a timely and efficient manner
• Identify client needs, research issue and provide solutions and/or alternatives
• Build sustainable relationships and engage clients by providing best-in-class service
• Meet and/or exceed established inbound call quality guidelines and key performance criteria
• Provide excellent client service and advocacy
• Work across the organization as needed to resolve client requests
• Assist clients with the onboarding process by providing status of application and registration process, guidance of next steps, and answer any questions
• Work orders escalated to the dealer team in the order management
• Effectively communicate to the client how to use any of our client facing tools
• Perform other duties as deemed necessary by management

Benefits

• Employees are eligible to receive a minimum of sixteen 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)

What This Job Offers

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