Vehicle Operations Support Specialist II

About the position

The Vehicle Operations Support Specialist II at Cox Automotive is responsible for maintaining strong relationships with clients, ensuring effective communication, and meeting customer requirements. This role involves coordinating with clients and mechanic shops for vehicle repairs, managing reports, and providing customer service. The specialist will also collaborate with various departments to ensure timely vehicle movement and reconditioning, prepare vehicles for sale, and manage key and vehicle organization. Additional responsibilities include reviewing sale line-ups, participating in safety activities, and addressing customer care issues. The position requires a commitment to quality service and effective communication.

Responsibilities

• Maintain strong relationships with clients, ensuring effective communication and meeting customer requirements.
• Relay information about vehicle conditions to commercial clients and obtain necessary approvals for reconditioning and repairs.
• Work with mechanic shops to ensure timely repairs and update clients on progress.
• Review and update condition reports, approve and audit vehicle repair reports.
• Respond to inquiries related to vehicles, providing quality service and resolving issues.
• Coordinate with Lot Operations and Recon departments to ensure timely vehicle movement and reconditioning.
• Collaborate with account representatives and administrators to prepare vehicles for sale, including run order, scheduling, and customer notifications.
• Order and account for keys with commercial clients and key vendors.
• Ensure proper scanning and organization of account vehicles with lot operations and quadrant coordinators.
• Review vehicles in the sale line-up, locate missing vehicles, and ensure readiness for sale.
• Follow all safety and health procedures, actively participating in safety activities.
• Represent the sales lane on sale days, noting any delays, ensuring units cross without errors.
• Work with admins, managers, and coordinators to ensure vehicles are ready for both in-lane and online auctions.
• Address customer care issues and respond to dealer inquiries professionally, escalating as necessary.
• Walk vehicles with account representatives, recommending reconditioning to increase value.
• Arrange transportation and obtain necessary reports and bills.
• Establish and update customer vehicle files in the computer system, ensuring accurate records.
• Review, enter, and update vehicle condition reports, providing copies to customers as needed.
• Maintain and update physical vehicle inventory files, ensuring accurate sale processing records.
• Prepare vehicles for online programs in collaboration with the Online Operations department.
• Prepare various reports, lists, and handouts, including sales and expense reports, dealer attendance reports, and damage reports.
• Efficiently coordinate redemptions, involving scheduling with consumers for vehicle pickup, facilitating payments, and ensuring proper documentation.
• Perform other tasks as assigned by management.

Requirements

• High School Diploma/GED and 3 years of experience in a related field, or any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience, or 5 years of experience in a related field.
• Excellent attention to detail to work effectively with teams throughout the organization.
• 2+ years of customer service experience required.
• Strong knowledge of Microsoft Office.
• Excellent oral and written communication skills, particularly in a phone, email, SMS or chat context.
• Effective time management.
• Attention to detail and follow-through.
• Demonstrated ability to adapt to a changing environment.
• Ability to multi-task within a fast-paced, high-energy, dynamic and demanding environment.
• Demonstrated experience being a customer-focused, service-oriented professional.

Benefits

• Minimum of sixteen hours of paid time off every month.
• Seven paid holidays throughout the calendar year.
• 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.
• Health care insurance (medical, dental, vision).
• Retirement planning (401(k)).
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).