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 to 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. Responsibilities 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. Compensation 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. Benefits Employees are eligible to receive a minimum of 6.67 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. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. EOE, including disability/vets #J-18808-Ljbffr Cox