Senior Logistics Concierge - Customer Escalations

Cox Enterprises; Atlanta (GA); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Cox Enterprises is seeking a Senior Logistics Concierge in the Contact Center to support CCRs and Logistics Concierges in delivering exemplary customer service while meeting department metrics. The role requires residence in Phoenix or Atlanta and offers a hybrid work arrangement.

The position involves escalation support, training, process improvements, and cross-functional collaboration with IT, Product, and dealer/carrier partners.

Qualifications

• High School Diploma / GED Required
• 3 years experience with customer service and/or call center
• 3 years automotive industry and/or logistics experience preferred
• Servant team member with ability to build strong trusted relationships

Responsibilities

• Serve as an escalation point for CCRs needing assistance with more in-depth customer requests.
• Assist in (or conduct) training CCRs in new products, pricing, services, and processes/procedures
• Consult supervisor as needed for problem/complex request resolutions.
• Provide input for improvements, diagnostic tools, and process changes.
• Monitor queues to proactively look for trends, changes, and potential issues
• Back log management
• Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation, including central functions such as IT or Product, or any such Manheim Partners.
• Consult and maintain relationships with dealers and carriers to educate them about Manheim, Ready and Central Dispatch.
• May also perform additional duties such as; data analysis, project management, reporting, and training.
• Travel – Infrequent
• Friendly and professional tone and demeanor
• Can-do attitude, self-starter with a willingness to assist in all functional areas as needed.

Education

High School Diploma / GED

Tools

Microsoft Office

Salesforce

Job description

Cox Enterprises is seeking a Senior Logistics Concierge in the Contact Center to support CCRs and Logistics Concierges in delivering exemplary customer service while meeting department metrics. The role requires residence in Phoenix or Atlanta and offers a hybrid work arrangement.

The position involves escalation support, training, process improvements, and cross-functional collaboration with IT, Product, and dealer/carrier partners.