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Service Call Coordinator II
| Company | Cox |
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| Location | Denver, CO, USA |
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| Salary | $17.74 – $26.59 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level |
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Requirements
- High School Diploma/GED and 3 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline; or 5 years’ experience in a related field.
- 2+ years’ experience in a service or call center environment, preferably in the commercial vehicle maintenance or transportation industry.
- Excellent verbal and written communication skills; Ability to effectively communicate at all levels of the organization.
- Proven track record to collaborate cross-functionally, build positive relationships and become a trusted partner to relevant cross functional partners.
- Excellent organizational skills and the ability to balance a variety of tasks
- Strong Excel and data entry skills, and the ability to learn new platforms (such as FCSA IT Systems, including Web Wrench, MobileFrame, RO Writer)
- Common knowledge of the trucking industry; experience with fleet maintenance or other transportation experience in automotive/trucking would be very helpful.
- Ability to work independently and collaboratively within a team environment
- Excellent problem-solving skills
- Highly organized with exceptional follow-through abilities.
Responsibilities
- Managing Preventative Maintenance, Scheduled Repairs and Unscheduled/Emergency services transactions lifecycle from origination until the customer unit is in control/custody of the repair technician.
- Timely and accurate documentation and notation in all FCSA systems regarding each customer contact.
- Providing excellent customer service for all internal and external customer calls.
- Be professional and establish positive customer rapport, encouraging repeat business.
- Obtain customers approval for all repairs and services to be performed.
- Coordinating towing of customer units when necessary.
- Scheduling repairs and maintenance with FCSA resources as a priority.
- Scheduling outside vendors only when FCSA technicians are not available, which will only occur when the customer unit is in a location that is not serviced by FCSA or the FCSA does not have availability to provide timely service to the customer.
- Continuously develop and improve company capabilities in the area of Dispatching and Service Scheduling.
- Additional duties and special projects as assigned.
Preferred Qualifications
- Experience with fleet maintenance or other transportation experience in automotive/trucking would be very helpful.
