Lead Dispatcher

Job Description

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

FSCA 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.

FSCA also services customers utilizing its 20+ nationwide service centers; each offering select services, such as accident repair, paint, refurbishment, and heavy mechanical repair.

Supported by a 24 / 7 in-house call center, FSCA provides maintenance scheduled and unscheduled services to fleets anywhere, anytime.

FSCA is currently hiring a Lead Dispatch Coordinator to support the growth of the company. Duties & Responsibilities :

• Managing the follow up maintenance transactions lifecycle from origination until the customer unit is in control / custody of the repair technician.
• Timely and accurate documentation and notation in all FSCA 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 FSCA resources as a priority
• Scheduling outside vendors only when FSCA technicians are not available, which will only occur when the customer unit is in a location that is not serviced by FSCA or the FSCA does not have availability to provide timely service to the customer.
• Ensuring that all third-party vendors are aware of FSCA policies, procedures, and expectations regarding overall quality of work, timeliness of work and payment of services protocol.
• Continuously develop and improve company capabilities in Dispatching and Service Scheduling
• Additional duties and special projects as assigned.

Requirements :

High School Diploma / GED and 7 years’ experience. The right candidate could also have a different combination, such as any level degree / certification beyond a HS diploma / GED in a related discipline and 5 years’ experience;

or 9 years’ experience in a related field

• 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 FSCA 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

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.

Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.

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 Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells or simply uses cars.

Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox.

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.