Customer Care Specialist II (SPN Tow Auditor)

Company

Cox Automotive - USA

Customer Care Group

Customer Care Specialist II

Individual ContributorHybrid - Ability to work remotely part of the week

No

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.

The ­­­Customer Care Specialist II (Service Provider Network Representative, Tow Auditor) is expected to build and maintain relationships with our Service Provider Network accounts. The SPN Representative is responsible for requesting insurance certificates and providing vendor information for requests. The SPN Representative is expected to collaborate with other teams to ensure client success.

PRIMARY DUTIES/KEY RESPONSIBILITES

·       Auditing towing invoices as received daily to ensure that Service Providers maintain compliance with previously agreed upon rates on file.

·       Managing customer disputes and damage claims to ensure a satisfactory outcome for all parties involved.

·       Obtaining towing quotes from tow vendors.

·       Maintaining a cooperative and mutually beneficial relationship with towing vendors by communicating in a friendly and professional manner.

·       Interacts by phone, email, or fax with vendors nationwide to request valid insurance certificates

·       Request renewal insurance certificates from vendors with expired certificates

·       Provide vendors information in response to inquiries and issues

·       Maintain certificates in an electronic file to meet vendor insurance compliance requirement

·       Enter data and prepare reports as needed

·       Assist with overflow calls for the company

·       Assist during peak times with Roadside follow up calls

·       Handles specific special duties assigned per assigned accounts

·       Assist other department staff members with information for the vendors

·       Other duties and projects, as assigned.

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Required Experience & Specialized Knowledge and skills

• Minimum of one year experience working as a Vendor Relations clerk with performance at a commendable level. Working knowledge of commercial insurance, preferred.
• High School diploma or equivalent
• 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.

·       Leadership - Ability to mo