Customer Care Manager

Fleet Services by Cox Automotive - Houston, TX

Full-time

Houston, TX

About the position

The Customer Care Manager for Fleet Services at Cox Automotive is responsible for overseeing customer interactions and ensuring exceptional service delivery within the Maintenance Shop Team. This role involves managing service requests, maintaining customer relationships, and supporting the operational efficiency of the fleet maintenance services provided by the company.

Responsibilities

• Contributes to achievement of Maintenance Shop department goals and objectives
• Answers phones and assists service customers as the main point of contact
• Receives service requests from customers via phone, text, email, and Salesforce system
• Provides vehicle repair estimates and maintains repair orders and invoices
• Establishes and maintains good working relationships with customers and vendors
• Oversees appointment scheduling to prevent overbooking and manages technician schedules
• Receives and distributes service requests to technicians and inputs them into the Salesforce Field Service tool
• Orders parts and handles shipping/receiving
• Processes vendor invoices and assists with reconsolidation
• Follows up with customers to update them on the status of their units
• Reviews service complaints/issues and takes appropriate action
• Maintains a safe and compliant working environment
• Attends management meetings when requested
• Manages national customer projects at scale
• Supports Mobile Technician Leaders with clerical and administrative work
• Trains other Coordinators in markets onboarding the Field Service Tool
• Performs other duties as assigned to meet business requirements

Requirements

• High School Diploma/GED and 5 years' experience in a related field
• Bachelor's degree in a related discipline and 3 years' experience; or a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience
• 2+ years' experience in a commercial/diesel vehicle repair shop and/or fleet service department
• Experience providing exceptional customer service to external and internal contacts
• Strong communication skills via phone and email
• Excellent organizational and time management skills
• Proficient computer skills, including MS Excel and Word
• Advanced analytical and problem-solving abilities
• Dependable, organized, and committed
• Mechanically savvy with the ability to learn parts and processes
• Familiarity with local geography
• High energy, positive attitude, adaptability, and strong work ethic
• Resourceful and motivated