Customer Care Specialist II (Service Provider Network)

The Customer Care Specialist II is responsible for maintaining and updating service providers in various cloud-based and on-prem systems (DSP's) designed to communicate vendor status, location, event completion, and correction information and for communicating various system outages with the appropriate parties. The Customer Care Specialist II will influence and guide software development that improves functionality, adoption, utilization, and ROI of electronic systems employed by Cox Fleet's vendor network. The position will prioritize and oversee the registration and on-boarding processes for the Events portal and mobile application as well as various other Dispatch Software Platforms and Event Management Systems employed by Cox Fleet's vendor network. The Process Improvement Analyst will communicate extensively with business leaders, IT, and other internal and external integration partners to maximize efficiencies throughout Cox Fleet.
Duty:

• Monitor, implement, maintain, and update service provider (SP) electronic skills in various cloud-based and on-prem business systems.

• Demo benefits of sureEcosystem to SP companies, execute sureEcosystem on-boarding process and system testing, ensure all appropriate SP information is added to the sureEcosystem hub.

• Communicate and follow-up with appropriate parties on system outages, SP outages, and various issues as needed.

• Influence new features and software development designed to improve adoption and/or ROI.

• Monitor and update sureEcosystem Dashboard for proper usage and desired digital utilization. Develop and execute plans to improve at SP level as needed.

• Monitor, generate, and disseminate reports of under-performing SP utilization.

• Create and execute campaigns to on-board SP's to the sureEcosystem Hub via Dispatch Software Platforms and Events Portal/Mobile Application.

• Oversee the registration and on-boarding processes for the portal and application.

• Communicate with business leaders and IT on issues and opportunities to maximize efficiencies using digital communication strategies.

• Execute, support, and communicate on-boarding strategy with all internal and external integration partners (DSP's).

• Understand and communicate the needs of the integration partners and the needs of Cox Fleet as it relates to vendor electronic communication and event completion.

• Use various internal and external business systems to conduct test events and walk-throughs to ensure maximum effectiveness.

• Other duties and projects, as assigned.

Education, experience and Qualifications

• High School Diploma with at least 3 years of relevant experience; or

• Any level degree beyond HS Diploma and up to 1 year of relevant experience; or

• An equivalent combination of education and years of relevant experience.

• Experience in the automotive industry or fleet management a plus.

• Excellent communication (written and verbal) and interpersonal skills required.

• Prior experience working closely with vendors and electronic transactions.

• Proficient in Microsoft Office Suite.

USD 18.17 - 27.31 per hour
Compensation:
Hourly pay rate is in the range of $18.17 - $27.31/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 6.67 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, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets