Service Call Coordinator II

Fleet Services by Cox Automotive keeps your fleet moving.
Headquartered in Indianapolis, Fleet Services by Cox Automotive (FCSA) has grown to become one of the largest fleet maintenance companies in the country.
FCSA is the leading provider of on-site mobile maintenance and repair services nationwide, offering mobile on-site fleet service for light medium, and heavy-duty trucks and trailers. FCSA also services customers utilizing its 20+ nationwide service centers; each offering accident repair, painting, refurbishment, and heavy mechanical repair. We are supported by a 24/7 in-house call-center and provide scheduled maintenance services and unscheduled services to fleets anywhere, anytime.
FCSA is currently hiring a Service Call Coordinator II to dispatch and schedule preventative maintenance ("PM"), repairs and services discovered during inspections - a 'Customer Experience Leader' with the responsibility to ensure that the overall customer experience is 'best in class'. This is to be accomplished by the execution of the outlined processes within the work instructions with proficiency and enthusiasm. A Maintenance Coordinator will demonstrate active listening skills to ensure that the customer's needs are met, and exceeding customer and company set expectations. If you are looking for a new place to call home, we would love to talk to you!
Duties & Responsibilities:

• Managing Preventative Maintenance, Scheduled Repairs and Unscheduled/Emergency services transactions lifecycle from origination until the customer unit is in control/custody of the repair technician.
• Timely and accurate documentation and notation in all FCSA systems regarding each customer contact
• Providing excellent customer service for all internal and external customer calls.
• Be professional and establish positive customer rapport, encouraging repeat business
• Obtain customers approval for all repairs and services to be performed
• Coordinating towing of customer units when necessary
• Scheduling repairs and maintenance with FCSA resources as a priority
• Scheduling outside vendors only when FCSA technicians are not available, which will only occur when the customer unit is in a location that is not serviced by FCSA or the FCSA does not have availability to provide timely service to the customer
• Continuously develop and improve company capabilities in the area of Dispatching and Service Scheduling
• Additional duties and special projects as assigned

Requirements:

• High School Diploma/GED and 3 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; or 5 years' experience in a related field.
• 2+ years' experience in a service or call center environment, preferably in the commercial vehicle maintenance or transportation industry.
• 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 (such as FCSA IT Systems, including Web Wrench, MobileFrame, RO Writer)
• 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
• Highly organized with exceptional follow-through abilities

USD 17.40 - 26.06 per hour
Compensation:
Hourly base pay rate is $17.40 - $26.06/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, parental leave, and COVID-19 vaccination leave.
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.