Customer Care Manager

Cox
$77,800.00 - $116,800.00 / yr
parental leave, paid time off, paid holidays, sick time, 401(k)
United States, Texas, Houston
Oct 30, 2024
Fleet Services by Cox Automotive keeps your fleet moving. Headquartered in Indianapolis, Fleet Services by Cox Automotive (FSCA) has grown to become one of the largest fleet maintenance companies in the country. FCSA 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. FCSA 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. FCSA is currently hiring a Customer Care Manager 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 Contributes to achievement of Maintenance Shop department goals and objectives Help answer phones and assist service customers with individual needs as the main POC with customers and attends all new customer introduction meetings for logistic clarification with customer Receives service request from customers via, Phone, Text, email, and salesforce system. Provides vehicle repair estimates to customers and creates and maintains repair orders for repairs and invoices Establishes and maintains good working relationships with customers and vendors Provide excellent customer service by going above and beyond customers' expectations. Oversee appointment scheduling to make sure work is not overbooked and manages the Field Service app to supply all technicians 8 hours of work per day Receives and distributes service requests to technicians via Phone, Text, email and then inputs the requests on techs schedules with the Salesforce Field service tool. Order parts and handles shipping/receiving Process vendor invoices and assist with reconsolidation. Follow-up with customer to let them know status of unit, ensure they are updated throughout the whole process Reviews service complaints/issues and effectively takes appropriate action Maintains a safe and compliant working environment Attends management meetings when requested. Manages National customer projects at scale (includes all PM inspections and DVIRs for the state of TN and AR) Supports Mobile Technician Leaders with clerical and administrative work when needed Trains other Coordinators in markets onboarding the Field Service Tool. Other duties as assigned to meet business requirements. QUALIFICATIONS High School Diploma/GED and 5 years' experience in a related field. The right candidate could also have a different combination, such as a bachelor's degree in a related discipline and 3 years' experience in a related field; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience 2+ years' experience in a commercial/diesel vehicle repair shop and/or fleet service department experience Experience in positions demonstrating the ability to provide exceptional customer service to external and internal contacts. Proven strong communication skills via phone and email. Excellent organizational and time management skills, and an almost obsessive attention to detail. Proficient computer skills, including MS Excel and Word, and the ability to learn new systems quickly. Advanced analytical and problem-solving abilities Dependable, organized and committed Mechanically savvy and the ability to learn parts and processes. Familiarity with the local geography. High energy, a positive attitude, adaptability, and strong work ethic. Resourceful and motivated USD 77,800.00 - 116,800.00 per year Compensation: Compensation includes a base salary of $77,800.00 - $116,800.00. The base salary may vary within the anticipated base pay 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 an incentive program. Benefits: The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. 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, parental leave, and COVID-19 vaccination leave. About Cox Automotive At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today! About Cox Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today! 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. Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.