Sr Logistics Concierge

Position Overview

As the Senior Logistics Concierge, you will serve as the client advocate and be responsible for ensuring client satisfaction through task ownership and accurate resolution in a hybrid call center environment. You will manage a high volume of tasks that require leveraging various resources to identify client needs, clarify and communicate information, research issues, and provide effective resolutions.

Location Requirements: This is a hybrid position. 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
• 6305 Peachtree Dunwoody Rd. Bldg. B Floor 6, Atlanta, GA 30342

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 the designated system to ensure handoff continuity and client profile accuracy
• Manage a high volume of tasks in a timely and efficient manner
• Identify client needs, research issues, 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
• Collaborate across the organization as needed to resolve client requests
• Assist clients with the onboarding process by providing application status, registration guidance, and answers to questions
• Manage work orders escalated to the dealer team in order management
• Effectively communicate to the client how to use any of our client-facing tools
• Perform other duties as deemed necessary by management

Required Qualifications

• High School Diploma/GED with 5 years of experience in a related field; alternatively, a higher degree/certification with 3 years of related experience or 7 years of experience in the field
• Experience with escalation calls in a customer service environment
• Working knowledge and proficiency with Microsoft Office applications and Sales Force

Preferred Qualifications

• Experience in logistics within the automotive industry
• Trained in multi-channel communication
• Bilingual