Customer Care Specialist II

Customer Care Specialist II

We are seeking candidates based in the Cherryville, NC area; however, remote candidates outside of the local market will also be considered. Applicants should be able to work effectively in a remote environment and collaborate with teams across multiple locations.

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 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.

Primary Duties/Key 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

Core Competencies Critical to success in this role:

The candidate should have a strong foundation customer service skills.

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.