Customer Care Specialist II

Customer Care Specialist II

Company: Cox Automotive - USA

Job Family Group: Customer Care Group

Management Level: Individual Contributor

Flexible Work Option: Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift: Day

Compensation: Hourly base pay rate is $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.

Job Description:

Work Schedule: Work hours for this role is Monday-Friday 8:00-5:00 EST. If within a 30-mile radius of Cherryville, NC, this will be a hybrid role asking for 1 day a week in the office.

Position Summary: The TMCare Account Representative is responsible for managing the cost of repairs through the estimate process, audit process and the approval process. This position also oversees the daily activities for the accounts they are assigned by processing any repairs needed as well as coordinating and following up with scheduled and unscheduled events.

Reasonable Accommodation Statement: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

Job Duties:

• Oversee the daily activities for the account in which they are assigned.
• Complete assigned duties and work load assigned based on customer requirements to ensure PM compliance.
• Work closely with the customer assigned for the day to ensure equipment is scheduled and repaired in a timely fashion based on protocols set by the customer
• Manage the cost of each repair through an estimate process, audit process and or approval process from the customer and or the Fleet Manager.
• Oversee the coordination and follow up of each event scheduled or unscheduled.
• Maintain the audit process to ensure the accuracy of the invoice and PM forms from the vendor.
• Process any repairs needed based on the review of the PM forms from the vendor and approval from the customer and Fleet Manager.
• Other duties and projects, as assigned.

Qualifications:

Experience: Minimum, two years' relevant industry experience.

Computer Skills: Knowledge in Microsoft Office Suite.

Other Requirements: Must be a good team player and able to handle multiple projects with high volumes of events.

Skills and Abilities:

• Accountability - Ability to accept responsibility and account for his/her actions.
• Accuracy - Ability to perform work accurately and thoroughly.
• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Collaborative - Ability to work with others to find solutions.
• Communication, Oral - Ability to communicate with economy and clarity, actively engaging the conversation in order to clearly understand others' message and intent, and receives and processes feedback.
• Communication, Written - Ability to write concise, clear letters, reports, articles, or e-mails, including proofing and editing.
• Customer Oriented - Desire to serve both external and internal customers by focusing effort of meeting the clients' needs, understanding their concerns, and seeking to build trust.
• Detail Oriented - Ability to be structured and methodical in working skills. Pays meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant.
• Interpersonal – Ability to develop and maintain relationships with others.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Self-Motivated - Ability to be internally inspired to perform a task to the best of one's ability using his or her own drive or initiative.
• Time Management - Ability to prioritize and utilize the available time to organize and complete work within given deadlines.

Drug Testing: To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

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.

About Us: Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.EOE, including disability/vetsApplicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.