Customer Care Specialist II

Company

Cox Automotive - USA

Customer Care Group

Customer Care Specialist II

Individual ContributorHybrid - Ability to work remotely part of the week

No

Evening

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.

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 & propretiary 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 the be 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.

· 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

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.

Employe