Position Summary
The Supervisor, Customer Care is responsible for leading a team of Mobile Service Coordinators who support Cox Automotive Mobility Fleet Services customers during evening and weekend operating hours. This role is responsible for driving operational excellence, employee engagement, customer satisfaction, and service delivery performance while ensuring the team consistently delivers a seamless customer experience. The Supervisor serves as a front-line leader, providing coaching, development, and real-time support to team members while managing daily operations, escalations, workforce needs, and key performance metrics. This position plays a critical role in maintaining service levels, improving processes, and fostering a culture of accountability and continuous improvement.
Key Responsibilities
- Lead, coach, and develop a team of Mobile Service Coordinators, providing ongoing feedback, mentoring, and performance management.
- Manage daily operations for evening and weekend shifts, ensuring appropriate coverage, workload distribution, and achievement of service level expectations.
- Monitor team performance metrics including customer satisfaction, response times, quality, productivity, attendance, and overall operational effectiveness.
- Conduct regular coaching sessions, performance reviews, and development discussions to support employee growth and engagement.
- Serve as the primary escalation point for customer concerns, service issues, and operational challenges, ensuring timely resolution and communication.
- Partner with cross-functional teams including Dispatch, Operations, Fleet Services, Client Success, and field personnel to resolve issues and improve service delivery.
- Analyze operational trends and performance data to identify opportunities for process improvements, efficiencies, and enhanced customer experiences.
- Ensure compliance with departmental procedures, company policies, and quality standards.
- Support workforce management activities including scheduling, staffing recommendations, attendance management, and resource planning.
- Drive employee engagement initiatives that promote collaboration, accountability, recognition, and a positive team culture.
- Assist with onboarding, training, and development of new team members.
- Lead team meetings and communicate organizational updates, operational priorities, and business objectives.
Qualifications
- Bachelor’s degree in a related discipline and 4+ years of experience in customer care, operations, call center, dispatch, logistics, fleet services, or a related field. The right candidate could also have a different combination, such as a master's degree and 2+ years of experience; a Ph.D. and up to 1 year of experience; or 8+ years of experience in a related field.
- Previous leadership or supervisory experience with a demonstrated ability to lead and develop high-performing teams.
- Strong customer service orientation with a passion for delivering exceptional customer experiences.
- Ability to manage multiple priorities in a fast-paced operational environment while maintaining attention to detail and quality.
- Experience analyzing performance metrics and using data to drive operational decisions and continuous improvement.
- Excellent verbal and written communication skills with the ability to effectively communicate across all levels of the organization.
- Strong problem-solving, decision-making, and conflict-resolution skills.
- Ability to work independently while fostering collaboration across multiple teams and functional areas.
- Proficiency with Microsoft Office applications and customer service, workforce management, or case management systems.
- Experience supporting after-hours, weekend, or multi-shift operations is preferred.
- Knowledge of fleet services, automotive operations, dispatch operations, or service coordination environments is preferred.
Success Factors
- Builds trust and credibility with employees, customers, and business partners.
- Demonstrates strong leadership presence and accountability.
- Maintains composure and effectiveness during high-volume and escalated situations.
- Champions a culture of continuous improvement, operational excellence, and customer focus.
- Effectively balances employee development, customer satisfaction, and operational performance.
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 in the range of $67,100.00 - $100,700.00. 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, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
