What are the responsibilities and job description for the Fleet Services Coordinator II position at Cox Automotive Mobility Fleet Services?
FSCA 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. FSCA also services customers utilizing its 20 nationwide service centers; each offering select services, such as accident repair, paint, refurbishment, and heavy mechanical repair. Supported by a 24/7 in-house call center, FSCA provides maintenance scheduled and unscheduled services to fleets anywhere, anytime.
Duties & Responsibilities:
- Managing the follow up maintenance transactions lifecycle from origination until the customer unit is in control/custody of the repair technician.
- Timely and accurate documentation and notation in all FSCA systems regarding each customer contact.
- Providing excellent customer service for all internal and external customer calls.
- Be professional and establish positive customer rapport.
- 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. 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 and up to 1 year of experience; or 5 years’ 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 (such as FSCA 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.
