Senior Logistics Concierge (Ready Logistics)

Company

Cox Automotive - USA

Customer Care Group

Sr Customer Care Specialist

Individual ContributorHybrid - Ability to work remotely part of the week

No

Day

Compensation

Hourly base pay rate is $22.02 - $33.08/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.

As the Senior Logistics Concierge, you will serve as the client advocate and will be responsible for the client satisfaction based on task ownership and accurate resolution in a hybrid environment.  You will manage a high volume of tasks that require you to leverage various resources to identify the client’s need, clarify and communicate information, research issues, and provide effective resolution while keeping the client satisfaction at the core of every decision and behavior.

 

Location Requirements:

 

This is a hybrid position, and the selected candidate must reside within 50 miles of the office and be willing to report to the office:

 

4615 E. Elwood St. Suite 400 Phoenix, AZ 85040

 

 

Key Responsibilities:

 

• Become proficient in all knowledge base requirements to resolve clients’ needs as efficiently as possible
• Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data
• Maintain accurate documentation of client conversations and requests to support seamless handoffs and ensure client profile accuracy
• Manage high volume of tasks in a timely and efficient manner
• Identify client needs, research issue and provide solutions and/or alternatives
• Build sustainable relationships and engage clients by providing best-in-class service
• Meet and/or exceed established inbound call quality guidelines and key performance criteria
• Provide excellent client service and advocacy
• Work across the organization as needed to resolve client requests
• Assist clients with the onboarding process by providing status of application and registration process, guidance of next steps, and answer any questions
• Work orders are escalated in accordance with our key performance criteria
• Effectively communicate to the client how to use any of our client facing tools
• Perform other duties as deemed necessary by management

 

Minimum Qualifications:

 

High School Diploma/GED and 5 years’ experience in a related field. OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years’ experience; OR 7 years’ experience in a related field

 

Experience with Escalation Calls in a Customer Service Environment

 

Working knowledge and proficiency with Microsoft Office applications and Sales Force

 

 

What We Look For (Preferred):

 

Experience in logistics in the automotive industry

 

Trained in Multi- Channel Communication

 

Bilingual

 

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 u