Service Call Coordinator

Fleet Services by Cox Automotive; Denver (CO); On-site; USD 45,000 - 60,000; Full time

Job summary

Fleet Services by Cox Automotive is seeking a Service Call Coordinator II to oversee dispatching and scheduling of preventative maintenance and repairs. The ideal candidate will ensure a top-tier customer experience by effectively managing service transactions and building strong customer relationships. This role requires experience in customer service within the commercial vehicle maintenance industry, excellent communication skills, and strong problem-solving abilities.

Qualifications

• 3 years’ experience in a related field or 5 years’ general experience is required.
• 2+ years’ experience in a service or call center environment preferred.
• Common knowledge of the trucking industry is a plus.

Responsibilities

• Manage service transactions from origination to technician custody.
• Document customer interactions accurately in FCSA systems.
• Provide excellent customer service and obtain repair approvals.

Skills

Customer Service

Communication

Organizational skills

Problem-solving

Data Entry

Education

High School Diploma/GED

Degree/certification in a related discipline (preferred)

Tools

Excel

FCSA IT Systems

Job description

Fleet Services by Cox Automotive keeps your fleet moving.

Headquartered in Indianapolis, Fleet Services by Cox Automotive (FCSA) has grown to become one of the largest fleet maintenance companies in the country.

FCSA 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. FCSA 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.

FCSA is currently hiring a Service Call Coordinator IIto dispatch and schedule preventative maintenance (“PM”), repairs and services discovered during inspections - a ‘Customer Experience Leader’ with the responsibility to ensure that the overall customer experience is ‘best in class’. This is to be accomplished by the execution of the outlined processes within the work instructions with proficiency and enthusiasm. A Maintenance Coordinator will demonstrate active listening skills to ensure that the customer’s needs are met, and exceeding customer and company set expectations. If you are looking for a new place to call home, we would love to talk to you!

Duties & Responsibilities:

• Managing Preventative Maintenance, Scheduled Repairs and Unscheduled/Emergency services transactions lifecycle from origination until the customer unit is in control/custody of the repair technician.
• Timely and accurate documentation and notation in all FCSA systems regarding each customer contact
• Providing excellent customer service for all internal and external customer calls.
• Be professional and establish positive customer rapport, encouraging repeat business
• Obtain customers approval for all repairs and services to be performed
• Coordinating towing of customer units when necessary
• Scheduling repairs and maintenance with FCSA resources as a priority
• Scheduling outside vendors only when FCSA technicians are not available, which will only occur when the customer unit is in a location that is not serviced by FCSA or the FCSA does not have availability to provide timely service to the customer
• Continuously develop and improve company capabilities in the area of Dispatching and Service Scheduling
• Additional duties and special projects as assigned

Requirements:

• High School Diploma/GED and 3 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline; or 5 years’ experience in a related field.
• 2+ years’ experience in a service or call center environment, preferably in the commercial vehicle maintenance or transportation industry.
• Excellent verbal and written communication skills; Ability to effectively communicate at all levels of the organization.
• Proven track record to collaborate cross-functionally, build positive relationships and become a trusted partner to relevant cross functional partners.
• Excellent organizational skills and the ability to balance a variety of tasks
• Strong Excel and data entry skills, and the ability to learn new platforms (such as FCSA IT Systems, including Web Wrench, MobileFrame, RO Writer)
• Common knowledge of the trucking industry; experience with fleet maintenance or other transportation experience in automotive/trucking would be very helpful
• Ability to work independently and collaboratively within a team environment
• Excellent problem-solving skills
• Highly organized with exceptional follow-through abilities