Customer Care Specialist II

Job description

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Customer Care Specialist II Management Level Individual Contributor Flexible Work Option No remote option; must work at a specified Cox location 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 ****EOE, including disability/vets**** Cox Fleet keep your fleet moving. Headquarters in Indianapolis, Cox Fleet, has grown to become one of the largest fleet maintenance companies in the country. Cox Fleet is the leading provider of on-site mobile maintenance and repair services nationwide, offering mobile on-site fleet service for light medium, and heavy-duty trucks and trailers. Cox Fleet also services customers utilizing its 20+ nationwide service centers; each offering accident repair, painting, refurbishment, and heavy mechanical repair. We are supported by a 24/7 in-house call-center and provide scheduled maintenance services and unscheduled services to fleets anywhere, anytime. Cox Fleet is currently hiring a Customer Care Specialist II to join our Maintenance Shop Team to support future growth of the Company. If you are looking for a new place to call home, we would love to talk to you! DUTIES Serve as a post-sales partner to customers, ensuring a seamless experience after service implementation. Conduct follow-up quality control check-ins through calls and meetings to ensure services meet expectations. Make outbound calls on behalf of coordinators to confirm work quality and technician performance. Proactively gather customer feedback, identify opportunities for additional work, and recommend service improvements. Support multiple client accounts, helping ensure a consistent and high-quality customer experience. Partner with internal teams to monitor performance, resolve issues, and drive continuous improvement. Create and maintain marketing collateral to share with clients, outlining services and highlighting market coordinators and technicians. Work closely with assigned customers to ensure equipment is scheduled and repaired in a timely manner. Manage repair costs through estimate review, audit, and approval processes with customers and fleet managers. Oversee coordination and follow-up of scheduled and unscheduled service events. Maintain audit processes to ensure accuracy of invoices and preventive maintenance forms. Process and approve repairs based on vendor recommendations and customer authorization. QUALIFICATIONS High school diploma or GED and 3 years of experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a high school diploma/GED in a related discipline and up to 1 year of experience; or 5 years’ experience in a related field. Strong communication and customer service skills. Experience using Microsoft Office Suite. Experience in a high-volume customer service role. 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/vets Applicants 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.