Sr Logistics Concierge

Mesa, AZ, USA|Onsite

Job Overview

Employment Type

Hourly

Compensation

Hourly

Range $22.02 - $33.08

Benefits

Paid Time Off

Paid holidays

Bereavement leave

Jury duty leave

Volunteer time off

Military leave

Parental leave

Job Description

Cox Communications is a leading American company specializing in digital cable television, telecommunications, and home automation services. Known for its commitment to innovation, customer service, and community engagement, Cox has established itself as a trusted provider in the telecommunications industry. With a diverse workforce and a focus on technology-driven solutions, Cox continues to evolve in a rapidly changing market, delivering high-quality services to millions of customers across the United States.

The Senior Logistics Concierge role at Cox Communications offers a unique opportunity to serve as a client advocate within a dynamic hybrid call center environment. This position is based in Phoenix, Arizona, or a nearby location within 50 miles, requiring weekly in-office presence on Wednesdays. The Senior Logistics Concierge is entrusted with managing a high volume of client-related tasks that demand a blend of resourcefulness, communication skills, and problem-solving ability. The primary focus of this role is to ensure client satisfaction by owning tasks and delivering accurate and timely resolutions.

This role requires proficiency in several platforms, systems, and tools used to maintain client records, transactions, and documentation. Handling escalation calls and navigating multi-channel communication, the Senior Logistics Concierge must be adaptable and efficient. Additionally, the position involves assisting clients through onboarding processes, addressing inquiries, and facilitating smooth client experiences. Salary ranges from $22.02 to $33.08 per hour, with potential eligibility for commissions or incentive programs. This role demands strong multitasking skills and the ability to build enduring client relationships by providing best-in-class service. The Senior Logistics Concierge plays a vital part in upholding Cox's reputation for exceptional client service and advocacy in the logistics sector, especially focused on effectively resolving client issues while maintaining data accuracy and continuity in communications.

Job Requirements

High school diploma/GED or equivalent
Minimum 5 years' experience in a related field or relevant combination of education and experience
Experience handling escalation calls in a customer service environment
Proficiency with Microsoft Office applications and Salesforce
Must reside within 50 miles of Phoenix, AZ office
Availability for hybrid work model including mandatory presence every Wednesday
Authorization to work in the United States without sponsorship
Ability to manage high volume of tasks
Strong communication and advocacy skills
Comfortable working in a fast-paced hybrid call center environment

Job Qualifications

High school diploma/GED and 5 years' experience in a related field or a different combination such as any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years' experience
Experience with escalation calls in a customer service environment
Working knowledge and proficiency with Microsoft Office applications and Salesforce
Experience in logistics in the automotive industry preferred
Trained in multi-channel communication preferred
Bilingual preferred

Job Duties

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