Customer Care Specialist II (Service Provider Network)

Customer Care Specialist II

Company: Cox Automotive - USA

Job Family Group: Customer Care Group

Job Profile: Customer Care Specialist II

Management Level: Individual Contributor

Flexible Work Option: Can work remotely anywhere in the specified country

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

The Customer Care Specialist II is responsible for maintaining and updating service providers in various cloud-based and on-prem systems (DSP's) designed to communicate vendor status, location, event completion, and correction information and for communicating various system outages with the appropriate parties. The Customer Care Specialist II will influence and guide software development that improves functionality, adoption, utilization, and ROI of electronic systems employed by Cox Fleet's vendor network. The position will prioritize and oversee the registration and on-boarding processes for the Events portal and mobile application as well as various other Dispatch Software Platforms and Event Management Systems employed by Cox Fleet.

Duties

• Monitor, implement, maintain, and update service provider (SP) electronic skills in various cloud-based and on-prem business systems.
• Demo benefits of sureEcosystem to SP companies, execute sureEcosystem on-boarding process and system testing, ensure all appropriate SP information is added to the sureEcosystem hub.
• Communicate and follow-up with appropriate parties on system outages, SP outages, and various issues as needed.
• Influence new features and software development designed to improve adoption and/or ROI.
• Monitor and update sureEcosystem Dashboard for proper usage and desired digital utilization. Develop and execute plans to improve at SP level as needed.
• Monitor, generate, and disseminate reports of under-performing SP utilization.
• Create and execute campaigns to on-board SP's to the sureEcosystem Hub via Dispatch Software Platforms and Events Portal/Mobile Application.
• Oversee the registration and on-boarding processes for the portal and application.
• Communicate with business leaders and IT on issues and opportunities to maximize efficiencies using digital communication strategies.
• Execute, support, and communicate on-boarding strategy with all internal and external integration partners (DSP's).
• Understand and communicate the needs of the integration partners and the needs of Cox Fleet as it relates to vendor electronic communication and event completion.
• Use various internal and external business systems to conduct test events and walk-throughs to ensure maximum effectiveness.
• Other duties and projects, as assigned.

Education, Experience and Qualifications

• High School Diploma with at least 3 years of relevant experience; or
• Any level degree beyond HS Diploma and up to 1 year of relevant experience; or
• An equivalent combination of education and years of relevant experience.
• Experience in the automotive industry or fleet management a plus.
• Excellent communication (written and verbal) and interpersonal skills required.
• Prior experience working closely with vendors and electronic transactions.
• Proficient in Microsoft Office Suite.

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.