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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 4615 E. Elwood St. Suite 400 Phoenix, AZ 85040
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
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