Sr Logistics Concierge

Cox Automotive • Phoenix, AZ

3d • $22 - $33 • Hybrid

About The Position

As the Senior Logistics Concierge , you will serve as the client advocate and will be responsible for the client satisfaction based on task ownership and accurate resolution in a hybrid call center environment. You will manage a high volume of tasks that require you to leverage various resources to identify the client's need, clarify and communicate information, research issues, and provide effective resolution while keeping the client satisfaction at the core of every decision and behavior.

Location Requirements: This is a hybrid position, and the selected candidate must reside within 50 miles of either of the following Cox offices and will be required to come in every Wednesday (subject to change): 4615 E. Elwood St. Suite 400 Phoenix, AZ 85040 6305 Peachtree Dunwoody Rd. Bldg. B Floor 6 Atlanta, GA 30342

Requirements

• High School Diploma/GED and 5 years' experience in a related field. OR 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 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 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).
• For more details on what benefits you may be offered, visit our benefits page.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees