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Call Center Employee At Cox (2)

R202446808

Client Performance Manager III - Central Dispatch by Cox Automotive

  • Hybrid work
  • Full time, Day
  • Travel: Yes, 25% of the time

Job Category: Customer Care Group

Job Level: Individual Contributor

Division: Cox Automotive

Location:

  • 4615 E Elwood St, Phoenix, Arizona
  • Atlanta GA
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Description

*Candidates should be experienced with and posses knowledge around API connectivity, software providers/technology, and sales strategy.

The Client Performance Manager III will build and maintain positive working relationships with external clients to retain and grow their business.  The performance manager will establish a sales strategy that will ensure client needs are the driving force behind priorities, decisions and activities designed to ensure client retention and product utilization. The performance manager will monitor and analyze account performance, applying problem-solving skills and strategic insight to deal creatively with emerging situations and help clients accomplish stated goals and objectives.

  • Manages client performance and retention through robust ongoing client engagement in support of Central Dispatch
  • Assesses client account opportunities and risks
  • Works cross-functionally to coordinate planned client engagement activity and ensure delivery of agreed-upon services and solutions
  • Strives to minimize churn from assigned client relationships and encourage increased adoption of new capabilities and services
  • Generates additional business / revenue by harvesting existing accounts for expansion and product upsells.
  • Identifies and recommends Client Performance Account Management best practices and supports continuous improvement across the function
  • Contribute to customer satisfaction by consistently meeting and/or exceeding expectations and commitments by providing a high level of customer service to both internal and external customers; by solving customer problems quickly and effectively. 
  • Work directly, professionally and collaboratively with Clients, internal teams (Product, Implementation, Operations, etc.), and other cross-functional teams as required to meet client needs.
  • Maintain expected level of client engagement on a monthly basis in an effort to drive product utilization, performance, and minimize potential client churn risk.
  • Perform other duties as assigned or needed

Required Qualifications

  • Bachelor's degree in a related discipline and 4 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 2 years' experience; a Ph.D. and up to 1 year of experience; or 8 years' experience in a related field.

Preferred Qualifications 

  • API Knowledge / Technology experience with a good understanding of API connectivity.
  • Strategy development with enterprise carriers highly preferred.
  • Sales Strategy experience
  • Proficient in Microsoft suite of technologies, screen share technologies and other relevant software systems
  • Ability to communicate in a way that retains audience engagement
  • Exceptional listening skills and to be able to detect problems/risks without being in a face-to-face situation, ability to ask open-ended questions to provoke thoughtful disruption
  • Client focus and strong customer service skills/approach
  • Persistent and proactive highly motivated self-starter passionate about client satisfaction
  • Ability to work remote, nearly autonomously under moderate supervision with ability to follow departments standard practices and procedures
  • Desire to work in a highly collaborative atmosphere through remote technologies
  • Ability and eagerness to learn complex technology and basic understanding of web-based systems
  • Ability to travel potentially up to 50% although the exact amount may vary depending on client demands, travel consists of in market and overnight or occasional weekends

Drug Testing:

To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Compensation:

Compensation includes a base salary of $77,800.00 - $116,800.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Benefits:

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

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! 

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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.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

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