Job Description

Company

Cox Automotive - USA

Customer Care Group

Customer Care Specialist II

Individual Contributor

Hybrid - Ability to work remotely part of the week

No

Day

Compensation

Hourly base pay rate is $18.17 - $27.31/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.

The ­­­ Customer Care Specialist II (Service Provider Network Representative, Tow Auditor) is expected to build and maintain relationships with our Service Provider Network accounts. The SPN Representative is responsible for requesting insurance certificates and providing vendor information for requests. The SPN Representative is expected to collaborate with other teams to ensure client success.

PRIMARY DUTIES/KEY RESPONSIBILITES

· Auditing towing invoices as received daily to ensure that Service Providers maintain compliance with previously agreed upon rates on file.

· Managing customer disputes and damage claims to ensure a satisfactory outcome for all parties involved.

· Obtaining towing quotes from tow vendors.

· Maintaining a cooperative and mutually beneficial relationship with towing vendors by communicating in a friendly and professional manner.

· Interacts by phone, email, or fax with vendors nationwide to request valid insurance certificates

· Request renewal insurance certificates from vendors with expired certificates

· Provide vendors information in response to inquiries and issues

· Maintain certificates in an electronic file to meet vendor insurance compliance requirement

· Enter data and prepare reports as needed

· Assist with overflow calls for the company

· Assist during peak times with Roadside follow up calls

· Handles specific special duties assigned per assigned accounts

· Assist other department staff members with information for the vendors

· Other duties and projects, as assigned.

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Required Experience & Specialized Knowledge and skills

• Minimum of one year experience working as a Vendor Relations clerk with performance at a commendable level. Working knowledge of commercial insurance, preferred.
• High School diploma or equivalent
• Accuracy - Ability to perform work accurately and thoroughly.

· Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.

· Collaborative - Ability to work with others to find solutions.

· Communication, Oral - Ability to communicate with economy and clarity, actively engaging the conversation in order to clearly understand others’ message and intent, and receives and processes feedback.

· Communication, Written - Ability to write concise, clear letters, reports, articles, or e-mails, including proofing and editing.

· Customer Oriented - Desire to serve both external and internal customers by focusing effort of meeting the clients’ needs, understanding their concerns, and seeking to build trust.

· Detail Oriented - Ability to be structured and methodical in working skills. Pays meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant.

· Interpersonal – Ability to develop and maintain relationships with others.

· Leadership - Ability to motivate and guide others to ensure performance in accordance with clear expectations and goals.

· Negotiation Skills - Ability to reach outcomes that gain the support and acceptance of all parties.

· Organized - Possessing the trait of being organized or following a systematic method of performing a task.

· Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

· Time Management - Ability to prioritize and utilize the available time to organize and complete work within given deadlines.

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 6.67 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. 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 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.EOE, including disability/vetsApplicants 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.