Customer Care Specialist II

Fleet Services by Cox Automotive; Houston (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

Cox Fleet is hiring a Customer Care Specialist II to join our Maintenance Shop Team in Houston, TX. The role focuses on post-service customer care, ensuring seamless experiences after maintenance and coordinating follow-up checks with clients and technicians.

Strong communication and high-volume customer service experience are essential. You will work with multiple accounts to uphold quality and drive service improvements, including invoicing accuracy and cost management.

Qualifications

• Requires strong communication and customer service skills.
• Experience in a high-volume customer service role.
• Ability to coordinate multiple client accounts and maintain accuracy.

Responsibilities

• Serve as post-sales partner to customers, ensuring a seamless experience after service implementation.
• Conduct follow-up quality control check-ins through calls and meetings to ensure services meet expectations.
• Make outbound calls to confirm work quality and technician performance.
• Proactively gather customer feedback and identify opportunities for service improvements.
• Support multiple client accounts to ensure a consistent, high-quality customer experience.
• Partner with internal teams to monitor performance and drive continuous improvement.
• Create and maintain marketing collateral to share with clients outlining services and personnel.
• Schedule and ensure timely equipment repair, coordinating with customers.
• Manage repair costs through estimate review and approval processes with customers and fleet managers.
• Oversee coordination and follow-up of scheduled and unscheduled service events.
• Maintain audit processes to ensure invoice accuracy and maintenance forms.
• Process and approve repairs based on vendor recommendations and customer authorization.

Skills

Strong communication

Customer service

High-volume support

Education

High school diploma or GED

Job description

Cox Fleet keep your fleet moving.

Headquarters in Indianapolis, Cox Fleet, has grown to become one of the largest fleet maintenance companies in the country.

Cox Fleet is the leading provider of on-site mobile maintenance and repair services nationwide, offering mobile on-site fleet service for light medium, and heavy-duty trucks and trailers. Cox Fleet also services customers utilizing its 20+ nationwide service centers; each offering accident repair, painting, refurbishment, and heavy mechanical repair. We are supported by a 24/7 in-house call-center and provide scheduled maintenance services and unscheduled services to fleets anywhere, anytime.

Cox Fleet is currently hiring a Customer Care Specialist II to join our Maintenance Shop Team to support future growth of the Company. If you are looking for a new place to call home, we would love to talk to you!

DUTIES

• Serve as a post‑sales partner to customers, ensuring a seamless experience after service implementation.
• Conduct follow‑up quality control check‑ins through calls and meetings to ensure services meet expectations.
• Make outbound calls on behalf of coordinators to confirm work quality and technician performance.
• Proactively gather customer feedback, identify opportunities for additional work, and recommend service improvements.
• Support multiple client accounts, helping ensure a consistent and high-quality customer experience.
• Partner with internal teams to monitor performance, resolve issues, and drive continuous improvement.
• Create and maintain marketing collateral to share with clients, outlining services and highlighting market coordinators and technicians.
• Work closely with assigned customers to ensure equipment is scheduled and repaired in a timely manner.
• Manage repair costs through estimate review, audit, and approval processes with customers and fleet managers.
• Oversee coordination and follow‑up of scheduled and unscheduled service events.
• Maintain audit processes to ensure accuracy of invoices and preventive maintenance forms.
• Process and approve repairs based on vendor recommendations and customer authorization.

QUALIFICATIONS

• High school diploma or GED and 3 years of experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a high school diploma/GED in a related discipline and up to 1 year of experience; or 5 years’ experience in a related field.
• Strong communication and customer service skills.
• Experience in a high‑volume customer service role.