Customer Care Specialist II

About the role

Cox Fleet is revolutionizing the industry with digital-first fleet solutions connecting fleets with maintenance experts, using data-driven technology via an automated marketplace of service providers and proprietary fleet technology. Cox Fleet is Cox Automotive Mobility's centralized Maintenance Management division; designed for fleets, operators, and teams who need an on-demand service solution, data-driven insights, and a team of fleet experts to support them so they can focus on their core business.

Responsibilities

• Field a high volume of inbound calls.
• Provide excellent customer service for all inbound and outbound calls.
• Maintain timely and accurate documentation in all systems regarding each customer contact.
• Initiate new transactions (via inbound and outbound calls) 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 emergency breakdowns are reported.
• Continuously develop and improve company capabilities in the area of dispatching.
• Maintain professionalism and establish positive customer rapport, encouraging repeat business.
• Perform additional duties and special projects as assigned.

Requirements

• Associate degree or high school diploma with two (2) years of equivalent experience.
• Two (2) years of experience in a call center environment.
• Knowledge of Microsoft Office Suite.
• Ability to work independently and collaboratively within a team environment.
• Ability to multitask and meet tight deadlines.
• Excellent problem-solving skills.
• Must hold a valid driver's license.
• Highly organized with exceptional follow-through abilities.
• Ability to work assigned second-shift or overnight schedules, including weekends and holidays as business demands require.

Qualifications

• Must pass a pre-employment drug test.

Skills

• Customer service skills.
• Call center experience.
• Microsoft Office Suite proficiency.
• Time management and multitasking ability.
• Problem-solving skills.
• Professionalism and rapport-building skills.

Benefits

• 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, and parental leave.

Pay

Hourly pay rate is in the range of $18.17 - $27.31/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Schedule

We are currently hiring four (4) Customer Care Specialist II team members: three (3) positions for 2nd Shift and one (1) position for the Overnight Shift. Candidates must be available to work their assigned shift and demonstrate flexibility to support business needs. Weekend and holiday work may be required based on operational demands and customer support needs. Specific schedules and hours will be discussed during the training process.