Cox Automotive
SeniorDispatcher(CoxFleet)
“Senior Dispatcher (Cox Fleet) at Cox Automotive. Skills: Service coordination, Dispatch operations, Vendor management, Customer communication. Manage complete event lifecycle for preventative maintenance. Manage complete event lifecycle for towing”
What You'll Achieve.
Achieve best results for client; Meet established timelines
Industry & Context.
Solution-oriented
Must live in specified city, state, or region, Pre-employment drug test
What They're Looking For.
Must Have
High School Diploma/GED and 5 years’ experience in a related field, Any degree/certification beyond HS diploma/GED and 3 years’ experience, Working knowledge of fleet maintenance operations, Working knowledge of trucking industry standards, Working knowledge of transportation logistics, Proficient oral and written communication skills, Demonstrated ability to manage multiple concurrent service events, Demonstrated ability to manage shifting priorities, Interpersonal and diplomacy skills, Ability to remain composed and solution-oriented, Proficiency with MS Office applications, Proficiency with email platforms, Proficiency with dispatch or fleet management systems, Basic mathematical competency, Organizational skills with attention to detail, Consistent follow-through across multiple simultaneous tasks
Nice to Have
Experience in the automotive repair industry, Experience in the fleet maintenance industry, Experience in the trucking and transportation industry, Familiarity with Cox Automotive platforms, Familiarity with Cox Fleet operational systems, Experience operating across multiple geographic markets, Experience operating across multiple service regions
What You'll Do.
Manage complete event lifecycle for preventative maintenance
Manage complete event lifecycle for towing
Manage complete event lifecycle for unscheduled emergency service
Ensure technicians receive all service events quickly
Request additional work when needed
Re-assign previous events not completed
Assess each service event
Dispatch to achieve best results for client
Assign work with eye toward time-based KPIs
Identify gaps in KPI performance
Work with local leaders to address gaps
Audit open work requests for compliance
Track estimated arrival times
Communicate proactively with customers regarding delays
Communicate proactively with leadership regarding delays
Communicate with all parties to ensure work is
Communicate with all parties to ensure work is
Keep all parties informed on status
Obtain estimate approvals
Serve as point of contact for escalated service
Address concerns with professionalism
Address concerns with urgency
Maintain positive customer relationships
Navigate competing priorities
Navigate complex service situations
Collaborate with internal partners to resolve issues
Ensure customer needs are met
Ensure vendors operate in accordance with Cox Fleet
Ensure vendors operate in accordance with Cox Fleet
Ensure vendors operate in accordance with Cox Fleet
Monitor vendor performance
Document systemic concerns
Escalate systemic concerns
Maintain timely and accurate documentation
Maintain accurate notations in systems
Follow established escalation procedures
Adhere to all applicable company policies
Adhere to internal controls
Adhere to compliance requirements
Provide process guidance for team members
Provide on-the-job coaching for team members
Keep open-event backlogs clean
Contribute to continuous improvement of dispatching practices
Contribute to continuous improvement of workflows
Contribute to continuous improvement of service quality standards
Demonstrate consistent professionalism
Demonstrate customer-focused behavior
Perform additional duties as assigned
How You'll Work.
Team & Collaboration
Coordinate with internal partners; Collaborate with internal partners
Communication Scope
Oral communication; Written communication; Customer communication
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