Sr Logistics Concierge

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Sr Customer Care Specialist 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 $22.02 - $33.08/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 candidates 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 As the Senior Logistics Concierge, you will serve as the client advocate and will be responsible for the client satisfaction based on task ownership and accurate resolution in a hybrid call center environment. You will manage a high volume of tasks that require you to leverage various resources to identify the clients need, clarify and communicate information, research issues, and provide effective resolution while keeping the client satisfaction at the core of every decision and behavior. Location Requirements: This is a hybrid position, and the selected candidate must reside within 50 miles of either of the following Cox offices and will be required to come in every Wednesday (subject to change): 4615 E. Elwood St. Suite 400 Phoenix, AZ 85040 6305 Peachtree Dunwoody Rd. Bldg. B Floor 6 Atlanta, GA 30342 Key Responsibilities: Become proficient in all knowledge base requirements 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 high volume of tasks 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 inbound call quality guidelines and key performance criteria Provide excellent client service and advocacy Work across the organization as needed to resolve client requests Assist clients with the onboarding process by providing status of application and registration process, guidance of next steps, and answer any questions Work orders escalated to the dealer team in the order management Effectively communicate to the client how to use any of our client facing tools Perform other duties as deemed necessary by management Minimum Qualifications: High School Diploma/GED and 5 years experience in a related field. OR 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 3 years experience; OR 7 years experience in a related field Experience with Escalation Calls in a Customer Service Environment Working knowledge and proficiency with Microsoft Office applications and Sales Force What We Look For (Preferred): Experience in logistics in the automotive industry Trained in Multi- Channel Communication Bilingual Drug Testing To be employed in this role, youll 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 individuals 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. No OPT, CPT, STEM/OPT or visa sponsorship now or in future. Cox brings together the worlds greatest minds to help breathe life into new possibilities and drive innovation for a better future. Thats why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the worlds biggest challenges. Our people love technology and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, theres no challenge too great for our pioneers. And theres no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.