Flexible Work Option:
Hybrid - Ability to work remotely part of the week
Office Hours - 8-5p Eastern
Since 1999, Central Dispatch has been the leader in safe and self-service auto transport. Originally built as a simple platform where shippers could securely contact carriers, we've now digitized every step of the process with tools and features that are now the industry standard. In 2015, we became part of Cox Automotive, giving our customers unmatched scale and resources to ship across the country with ease. Through it all, we've stayed true to our original mission - to help you move cars with convenience and confidence.
What You Will Do
- Provides advanced technical support, addressing issues from large CB customers and advising and consulting with team members to help address complex and difficult customer issues.
- Ensures the highest level of support for problematic customer inquiries.
- Resolves difficult and often unique customer questions and complaints.
- Performs root cause analysis to determine underlying issues and ensure sustainable resolution.
- Serves as liaison between customers, various departments and management.
- Ensures that appropriate records, required reports and related administrative functions are accurate and up-to-date.
- Works with management to understand trends and perform root cause analysis of recurring issues and problems.
- Defines and leads the implementation of Customer Care continuous process improvement initiatives.
- Monitors Customer Care trends and recurring issues, working with product, engineering and technical colleagues to recommend and support implementation of improvement initiatives.
- Understands the necessity and value of accuracy and attention to detail. Demonstrates the ability to process information with high levels of accuracy. Utilizes specific approaches and tools for checking and cross-checking own and others' outputs. Develops and uses checklists to ensure information goes out error-free. Accurately gauges the impact and cost of errors, omissions and oversights. Learns from mistakes and applies lessons learned
- Combines knowledge of business process improvement tools and techniques with the ability to understand, monitor, update or enhance existing business or work processes. Understands work process flow and intra- and cross-team interdependencies. Identifies, monitors, evaluates and recommends solutions to process bottlenecks. Documents types of process decisions and the potential impact of each decision. Develops cost-benefit analyses of recommended process changes.
- Seeks to understand customers by actively gathering information to understand customers' circumstances, problems, expectations and needs. Identifies barriers that impact customer service and retention, communicating concerns and recommendations to others. Uses an understanding of the customer's needs and the organization's customer service practices to set priorities, make decisions and take actions that create a positive customer experience and prevent occurrence of service issues. Follows up to ensure intended actions are accomplished and results achieved. Tracks the customer experience and seeks improvement suggestions.
- Knowledge and ability to create, implement, evaluate and/or enhance processes for effective internal control. Performs audit and/or similar testing to verify and ensure compliance with plans, policies and procedures proscribed by management and encapsulated in the company's standards. Ensures that company assets are safeguarded, that accounting and financial records are accurate and in accordance with the company's requirements. Ensures that all legal and regulatory obligations are adhered to. Participates in ongoing reviews that analyze compliance, appraise audit recommendations and tracks their implementation.
- Knowledge of technology and its ability to improve work processes and results (e.g., enhance productivity, efficiency, collaboration, quality, or customer satisfaction). Uses technology to solve work-related problems, find new methods to enhance results, and create new business opportunities. Pursues opportunities to develop knowledge and experiments with emerging technology solutions that can help accomplish work goals. Keeps others informed about technology innovations. Serves as a resource to help others understand and anticipate the impact of technology on current processes, products, and services.
- Acts in accordance with one's own values, standards and beliefs even when under pressure. Adheres to ethical and professional standards, regulations and organizational policies. Shares information about oneself with others, acknowledging strengths as well as vulnerabilities.
- Accepts and celebrates differences, listens effectively, takes time to meet and interact with others. Not only provides constructive feedback but also solicits and accepts. Supports others in their work; helps address and respond to challenges, without removing responsibility.
- Asks for others' ideas and builds on their ideas to reach mutually agreeable solutions. Seeks and respects alternative approaches and conflicting viewpoints to identify points of agreement. Empathizes with others concerns.
- Establishes challenging goals that are designed to deliver exceptional business results. Tracks and broadcasts progress and accomplishments. Works tenaciously to overcome obstacles and meet or exceed goals.
- Uses effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes. Emphasizes the importance of reaching agreement and the benefits of involving others. Engages with others to generate ideas and reach mutually agreeable solutions. Checks for common understanding, responsibilities, time frames and tracking methods. Offers time, support and resources.
Who You Are
Minimum
- High school diploma/GED and 7 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 5 years' experience; or 9 years' experience in a related field
- Strong aptitude for process improvement
- Advanced ability to collaborate cross functionally
- The ability to build and maintain strong internal and external relationships
- Strong Excel experience and ability to manipulate data
- Ability to prioritize and manage multiple tasks
- Must be able to work both independently and within a team setting
USD 23.65 - 35.48 per hour
Compensation:
Hourly base pay rate is $23.65 - $35.48/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.
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
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.
|
Cox
parental leave, paid time off, paid holidays, sick time, 401(k)
Mar 01, 2025