Sr Logistics Concierge

Company

Cox Automotive - USA

Customer Care Group

Sr Customer Care Specialist

Individual Contributor

Can work remote but need to live in the specified city, state, or region

No

Day

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 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.

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 client’s need, clarify and communicate information, research issues, and provide effective resolution while keeping the client satisfaction at the core of every decision and behavior.

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

• 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

• 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

• Experience in logistics in the automotive industry
• Trained in Multi‑Channel Communication
• Bilingual

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.

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.

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.…