Senior Dispatcher (Cox Fleet)
External
Cox Automotive · Atlanta, GAFull-timeRemote1w ago
ComplianceDocumentationLeadershipLessVendor Management
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Benefits
Job DescriptionEssential ResponsibilitiesService Coordination and DispatchManage the complete event lifecycle for preventative maintenance, towing, and unscheduled/emergency service events, from initial client request to repair-completionEnsure that technicians receive all service events quickly, and request additional work when neededRe-assign previous events that were not completed during the first assignmentAssess each service event and dispatch to achieve the best results for the clientAssign work with an eye toward time-based KPIsIdentify gaps in KPI performance, and work with local leaders to address those gapsAudit open work requests across multiple markets for compliance with daily-update requirementsMonitor open events, track estimated arrival times, and communicate proactively with customers and leadership regarding delays or service concernsCustomer and Stakeholder CommunicationCommunicate with all parties to ensure work is prioritized and completed, and that all parties remain fully informed on status along the way. Clients should always be able to self-serve complete and up-to-date information on service events.Obtain estimates and estimate approvalsServe as a point of contact for escalated service issues from customers, team members, and internal stakeholders, addressing concerns with professionalism and urgencyMaintain positive customer relationships through clear, timely, and professional communication across all channelsApply sound judgment and diplomacy when navigating competing priorities or complex service situations across multiple markets and personalitiesCollaborate with internal partners to resolve multi-party service issues and ensure customer needs are met within established timelinesVendor ManagementEnsure all third-party vendors are informed of and operate in accordance with Cox Fleet policies, procedures, and expectations for quality, timeliness, and paymentMonitor vendor performance and document issues; escalate systemic concerns through established channelsDocumentation and ComplianceMaintain timely and accurate documentation and notations in all applicable systems for each customer interaction and service eventFollow established escalation procedures for complex or high-risk service situationsAdhere to all applicable company policies, internal controls, and compliance requirementsTeam Contribution and DevelopmentProvide process guidance and on-the-job coaching for less experienced dispatch team membersKeep open-event backlogs clean with proper process adherenceContribute to the continuous improvement of dispatching practices, workflows, and service quality standardsDemonstrate consistent professionalism and customer-focused behavior as a senior member of the dispatch teamPerform additional duties as assigned by the Dispatch Supervisor or leadershipRequired QualificationsEducation and ExperienceWorking knowledge of fleet maintenance operations, trucking industry standards, and transportation logisticsKnowledge, Skills, and AbilitiesProficient oral and written communication skills with the ability to interact professionally across all levels of the organizationDemonstrated ability to manage multiple concurrent service events and shifting priorities in a remote, fast-paced environmentStrong interpersonal and diplomacy skills; able to build productive relationships and influence outcomes across varied stakeholder groups withoutRemote work optionsFlexible schedule
Additional Information
Company Cox Automotive - USA Job Family Group Vehicle Operations Job Profile Sr Dispatcher Management Level Individual Contributor Flexible Work Option Can work remotely but need to live in the specified city, state, or region Travel % No Work Shift Day
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