Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Customer Care Specialist II

Management Level

Individual Contributor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Evening

Compensation

Hourly base pay rate is $17.74 - $26.59/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

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.

This is a hybrid position for candidates residing within a 30-mile radius of our Carmel, Indiana office. Team members work remotely but are expected to be on-site Tuesdays and Thursdays each week.

Scheduled shifts are either 8:00 AM – 4:30 PM or 12:30 PM – 9:00 PM EST, Monday through Friday.
 

Weekend shifts (Saturday or Sunday) are scheduled on a rotating basis, with the expectation of working one to two weekends per month.

Job Duties:

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.

Miniumum Qualifitations:

High School Diploma/GED and 3 years’ experience in a related field. 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 up to 1 year of experience; or 5 years’ experience in a related field.

Preferred Qualifications:

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.

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 sixteen 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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.