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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 base... Show More
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 base... Show More
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
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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