About the Role
Title: Vehicle Operations Support Specialist II (Manheim)
Location: Phoenix United States
Job Description:
Company: Cox Automotive – USA
Job Family Group: Vehicle Operations
Job Profile: Vehicle Operations Support Specialist II
Management Level: Individual Contributor
Flexible Work Option: Can work remotely but need to live in the specified city, state, or region
Travel %: No
Work Shift: Day
Compensation
Hourly base pay rate is $15.87 – $23.75/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
Key Responsibilities:
- Become proficient in all knowledge base requirements in order 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 appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy
- Manage inbound calls, emails and texts 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 verification guidelines and key performance criteria
- Work closely with our peers and BPO partners to deliver on client SLAs
- Work across the organization as needed to resolve requests and correct issues/problems
- Contact external vendors/clients/customers to determine status updates, vehicle locations and to gather information to ensure program requirements are maintained
- Identify areas of process improvement
- Effectively communicate
- Perform other duties as deemed necessary by management
Skills:
- Excellent oral and written communications skills, particularly in a phone, email, SMS or chat context
- Effective time management
- Attention to detail and follow-through
- Demonstrated ability to adapt in a changing environment,
- Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment
- Demonstrated experience being a customer-focused, service-oriented professional
Qualifications:
Minimum
- 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
- Requires strong knowledge of Microsoft Office
- Excellent attention to detail to work effectively with teams throughout organization
- 2+ years customer service experience required
Preferred
- Degree in related discipline
- Experience in auto, logistics, or transportation industry desired