Customer Care Specialist II – Cox Automotive Fleet Client Solutions Delivery
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Job Description
Customer Care Specialist II providing best-in-class customer service for Cox Automotive Fleet. Handling inbound calls, scheduling services, and developing dispatch capabilities.
Responsibilities:
- Ensure that the overall customer experience is “best in class”
- Execute the outlined processes within the work instructions with proficiency and enthusiasm
- Demonstrate active listening skills to ensure that the customer’s needs are met
- 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 regarding preventative maintenance, as well as immediate and scheduled service and repairs
- Assign service requests to the respective market for Dispatching
- Coordinate towing of customer units when necessary
- Schedule 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
Requirements:
- High School Diploma/GED and 3 years’ experience in a related field
- Any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience
- 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
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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