Customer Care Specialist II

This Customer Care role is a 2nd shift position, providing support to customers during evening hours while ensuring a high level of service and responsiveness. Ideal candidates are dependable, customer-focused, and comfortable working later-day schedules. Mobility Fleet Operations 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 & proprietary fleet technology. Fleet Operations 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. The Customer Care Specialist II has a responsibility to ensure that the overall customer experience is “best in class.” This is the be accomplished by the execution of the outlined processes within the work instructions with proficiency and enthusiasm. The Customer Care Specialist II will demonstrate active listening skills to ensure that the customer’s needs are met and exceeding customer and company expectations. 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, (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 Coordinating towing of customer units when necessary Scheduling 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 Additional duties and special projects as assigned Education, Experience, and Qualifications Associate degree or high school diploma and two (2) years of equivalent experience 2+ years’ experience in a call center environment 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 #J-18808-Ljbffr