Customer Care Specialist II

Customer Care Specialist II

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.

This Customer Care role supports customers during evening and overnight hours while ensuring a high level of service and responsiveness. Ideal candidates are dependable, customer-focused, and comfortable working non-traditional schedules.

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.

The Customer Care Specialist II has a responsibility to ensure that the overall customer experience is "best in class." This is accomplished through the execution of outlined processes and work instructions with proficiency and enthusiasm. The Customer Care Specialist II will demonstrate active listening skills to ensure customer needs are met while exceeding customer and company expectations.

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.

Education, Experience, and Qualifications:

• Associate degree or high school diploma with two (2) years of equivalent experience.
• 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.

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.