Fleet Service Coordinator II
WFA Digital Insight
The demand for skilled fleet service coordinators has grown significantly in recent years, with a 25% increase in job postings in 2023 alone. As companies like Cox Enterprises continue to expand their operations, the need for experts who can efficiently manage fleet maintenance and provide top-notch customer service has become a top priority. With the rise of remote work, professionals with strong organizational and communication skills are in high demand. Cox Enterprises stands out for its commitment to innovation and customer satisfaction, making this role an attractive opportunity for those looking to make a meaningful impact in the industry. Before applying, candidates should be prepared to showcase their ability to work independently and collaboratively, as well as their proficiency in tools like Excel.
Job Description
About the Role
The Fleet Service Coordinator II role at Cox Enterprises is a critical position that entails managing the lifecycle of maintenance transactions, ensuring timely and accurate documentation, and providing excellent customer service to both internal and external clients. As a key member of the team, you will work closely with field operations to schedule technicians, driving a positive customer experience and encouraging customers to schedule repairs and maintenance in advance. This role requires strong organizational skills, the ability to balance multiple tasks, and excellent verbal and written communication skills.The Fleet Service Coordinator II will be responsible for managing a high volume of customer interactions, both over the phone and in-person. You will need to be able to effectively communicate with customers, understand their needs, and provide solutions to their problems. This role also requires strong problem-solving skills, as you will need to troubleshoot issues and come up with creative solutions to complex problems.
Cox Enterprises is a leading provider of fleet maintenance and repair services, with a strong commitment to customer satisfaction and innovation. As a Fleet Service Coordinator II, you will be part of a dynamic team that is dedicated to providing exceptional service and support to clients across the country.
What You Will Do
- Manage the follow-up maintenance transactions lifecycle from origination until the customer unit is in control/custody of the repair technician
- Provide timely and accurate documentation and notation in all Cox Fleet systems regarding each customer contact
- Offer excellent customer service for all internal and external customer calls
- Establish positive customer rapport and obtain customers' approval for all repairs and services to be performed
- Proactively contact customers to schedule preventative maintenance at regular intervals, driving repeat business
- Partner and communicate consistently with Field Operations to schedule the right technicians to accounts, resulting in a positive customer experience
- Encourage customers to schedule repairs and maintenance in advance, creating a consistent pipeline of work for each supported technician
- Continuously develop and improve company capabilities in Dispatching and Service Scheduling
- Perform additional duties and special projects as assigned
What We Are Looking For
- High School Diploma/GED and 3 years of experience in a related field
- Excellent verbal and written communication skills
- Ability to effectively communicate at all levels of the organization
- Proven track record to collaborate cross-functionally, build positive relationships, and become a trusted partner to relevant cross-functional partners
- Excellent organizational skills and the ability to balance a variety of tasks
- Strong Excel and data entry skills, and the ability to learn new platforms
- Common knowledge of the trucking industry; experience with fleet maintenance or other transportation experience in automotive/trucking would be very helpful
- Ability to work independently and collaboratively within a team environment
- Excellent problem-solving skills
Nice to Have
- Experience with Cox Fleet IT Systems, including Web Wrench, MobileFrame, RO Writer
- Certification in a related field, such as automotive or trucking
- Experience with customer service software and systems
Benefits and Perks
- Competitive hourly base pay rate
- Opportunity for additional compensation, including commission and incentive programs
- Comprehensive benefits package, including health, dental, and vision insurance
- 401(k) matching program
- Paid time off and holidays
- Remote work options and flexible scheduling
- Professional development and training opportunities
- Access to cutting-edge technology and tools
How to Stand Out
- Make sure to highlight your experience with fleet maintenance and customer service in your application and during the interview process.
- Be prepared to provide specific examples of times when you had to troubleshoot complex problems and come up with creative solutions.
- Familiarize yourself with the company's IT systems, including Web Wrench, MobileFrame, and RO Writer, to demonstrate your ability to learn new platforms.
- Showcase your ability to work independently and collaboratively, as well as your excellent communication and problem-solving skills.
- Consider creating a portfolio that showcases your experience and skills in fleet maintenance and customer service, such as certifications, training programs, or awards.
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