Cox Enterprises

Compensation

Full Description

Job Scope: As the Sr Client Service Rep, you will serve as the client advocate and will be responsible for the client satisfaction based on task ownership and accurate resolution in a fast-paced environment. You will manage a high volume of tasks that require you to leverage various resources to identify the client’s need, clarify and communicate information, research issues, and provide effective resolution while keeping the client satisfaction at the core of every decision and behavior. Key Responsibilities: • 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 issues and provide solutions and/or alternatives • Build sustainable relationships and engage clients by providing best-in-class service • Meet and/or exceed established 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 • Dispatch available vehicles to clients across all regions on an inbound basis • Effectively communicate to the client how to use any of our client facing tools • Perform other duties as deemed necessary by management Qualifications • High School Diploma or GED required; College degree preferred (or equivalent experience) • Minimum of 4 years of customer service experience or the equivalent • Auction and/or logistics/transportation knowledge a strong plus • Excellent oral and written communications skills, particularly in a phone or email context • Attention to detail and follow-through • Demonstrated ability to adapt in 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