Vehicle Operations Support Specialist II
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Job Description
Vehicle Operations Support Specialist providing assistance in client interactions and maintaining records. Engaging in proactive communication and operational support for Cox Automotive.
Responsibilities:
- Become proficient in all knowledge base requirements in order 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 inbound calls, emails and texts 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 verification guidelines and key performance criteria
- Work closely with our peers and BPO partners to deliver on client SLAs
- Work across the organization as needed to resolve requests and correct issues/problems
- Contact external vendors/clients/customers to determine status updates, vehicle locations and to gather information to ensure program requirements are maintained
- Identify areas of process improvement
- Effectively communicate
- Perform other duties as deemed necessary by management
Requirements:
- Excellent oral and written communications skills, particularly in a phone, email, SMS or chat context
- Effective time management
- Attention to detail and follow-through
- Demonstrated ability to adapt in a changing environment
- Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment
- Demonstrated experience being a customer-focused, service-oriented professional
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)
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