What are the responsibilities and job description for the Customer Care Manager position at Fleet Services by Cox Automotive?
- Identify prospective clients with high-value accounts and establish new business within assigned market
- Foster long-term client relationships by offering proactive support and follow-up to ensure long term customer satisfaction, client retention and loyalty
- Oversee client pipeline, manage accounts, follow up on leads and meet revenue targets, primarily focused on the operational side of our business
- Reviews service complaints/issues and effectively takes appropriate action
- Establish good working relationships with internal partners
- Follow-up with customer to let them know status of unit, ensure they are updated throughout the whole process
- Provide excellent customer service by going above and beyond customers’ expectations.
- Remain current on industry trends, market activities, competitor offerings and provide strategic insight to help drive revenue growth
- Prepare and deliver reports on operational sales metrics, client feedback and compile relevant data to support client relations strategy
- Help promote quality service by establishing and enforcing organizational standards externally with clients and internally as well
- Act as a liaison between client contacts, field leaders and dispatchers
- Create service repair estimates, invoices and oversee service scheduling
- Other duties as assigned to meet business requirements
- High School Diploma/GED and 5 years’ experience in a related field. The right candidate could also have a different combination, such as a bachelor’s degree in a related discipline and 3 years’ experience in a related field; a master's degree and 1 year of experience.
- 2 years’ experience in client relations and or sales; Mobile fleet client relations preferred
- Experience in positions demonstrating the ability to provide exceptional customer service to external and internal contacts.
- Strong verbal and written communication skills
- Excellent organizational skills, time management skills, and attention to detail.
- Proficient computer skills, including MS Excel and Word, and the ability to learn new systems quickly.
- Familiarity with CRM tools (e.g., Salesforce), financial concepts and reporting systems
- Advanced analytical and problem-solving abilities
- Mechanically savvy or willingness to learn industry specifics, terminology and processes.
- High energy, a positive attitude, adaptability, and strong work ethic. Resourceful and motivated
Compensation:
Compensation includes a base salary of $77,800.00 - $116,800.00. The base salary may vary within the anticipated base pay 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 an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; 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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Salary : $77,800 - $116,800
