Customer Care Manager Location Baltimore, MD (Westport area) : Cox Automotive Mobility Fleet Services keeps your fleet moving. Headquartered in Indianapolis, Cox Automotive Mobility Fleet Services (CAMFS) has grown to become one of the largest fleet maintenance companies in the country. CAMFS 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. CAMFS 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. CAMFS is currently hiring a Customer Care Manager 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 Contributes to achievement of Maintenance Shop department goals and objectives Help answer phones and assist service customers with individual needs as the main POC with customers and attends all new customer introduction meetings for logistic clarification with customer Receives service request from customers via, Phone, Text, email, and salesforce system. Provides vehicle repair estimates to customers and creates and maintains repair orders for repairs and invoices Establishes and maintains good working relationships with customers and vendors Provide excellent customer service by going above and beyond customers' expectations. Oversee appointment scheduling to make sure work is not overbooked and manages the Field Service app to supply all 55 technicians 8 hours of work per day Receives and distributes service requests to technicians via Phone, Text, email and then inputs the requests on techs schedules with the Salesforce Field service tool. Order parts and handles shipping/receiving Process vendor invoices and assist with reconsolidation. Follow-up with customer to let them know status of unit, ensure they are updated throughout the whole process Reviews service complaints/issues and effectively takes appropriate action Maintains a safe and compliant working environment Attends management meetings when requested. Manages National customer projects at scale (includes all PM inspections and DVIRs for the state of TN and AR) Supports Mobile Technician Leaders with clerical and administrative work when needed Trains other Coordinators in markets onboarding the Field Service Tool. Other duties as assigned to meet business requirements. QUALIFICATIONS High School Diploma/GED and 5 years' experience in a related field. The right candidate could also have a different combination, such as a bachelor's degree in a related discipline and 3 years' experience in a related field; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience 2+ years' experience in a commercial/diesel vehicle repair shop and/or fleet service department experience Experience in positions demonstrating the ability to provide exceptional customer service to external and internal contacts. Proven strong communication skills via phone and email. Excellent organizational and time management skills, and an almost obsessive attention to detail. Proficient computer skills, including MS Excel and Word, and the ability to learn new systems quickly. Advanced analytical and problem-solving abilities Dependable, organized and committed Mechanically savvy and the ability to learn parts and processes. Familiarity with the local geography. High energy, a positive attitude, adaptability, and strong work ethic. Resourceful and motivated About Cox Automotive At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today! About Cox Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today! Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page . Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. 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