The RMS Coordinator is the primary point of contact for RMS internal partners, RMS clients and RMS product users. Success in this position requires an individual that is flexible, solution-oriented and a self-starter that can work independently to provide knowledgeable and results-oriented service. The RMS coordinator maintains a strong working knowledge of the RMS organization, processes, products, and technology and is empowered to ensure client issues are resolved in an accurate and timely manner. This empowerment requires confidence in both the knowledge of the client?s business practices, as well as, product offerings.The RMS Coordinator is accountable for the client service relationship, in addition to working with RMS and other escalation partners for issue resolution. This individual is responsible for the identification and documentation of issues and communication with the requestor, even if the issue involves other departments. The position demands outstanding reliability and follow-through and requires excellent verbal and written communication skills including telephone and active listening skills, efficient problem-solving and technical troubleshooting skills, the ability to delegate effectively and excellent organization skills. The ideal candidate will be a highly motivated individual who can work well with little to no supervision and is a reliable, resourceful and professional.
Be an ambassador of RMS providing consultative information for the end users and RMS clients. Develop cooperative relationships with RMS Level 2, RMS Sales, Corporate Partners, such as Manheim and MDM and our client teams.
Inform all parties of the status of open issues and work closely with escalation partners to identify, document and monitor all exceptions to the standard processes to create best practices.
Problem solving, including consulting with dealers and educating them about RMS, Manheim Digital / In-Lane and ancillary partners. Part of this process will include identifying, assessing and resolving issues and determining who needs communication, including central functions such as IT or Product.
Provide responsive, timely telephone, chat and email support. At a minimum, all calls should be returned before the close of business on the same day. The RMS Coordinator will act as the single point of contact for issues, from identification through resolution as often as possible.
Provide training to end users on all aspects of RMS and ancillary product offerings.
Other duties as assigned.
High School Diploma or GED required; College degree preferred (or equivalent experience).
Minimum of 4 years client service experience in a technical role providing support for a customer facing, on-line based purchasing platform.
Demonstrated experience being a client-focused, service-oriented professional
Proven ability to learn new technologies in a software development organization.
Motivated self-starter with exceptional interpersonal skills and commitment to client satisfaction
Excellent oral and written communication skills, particularly in a phone or email context
Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment
Ability to listen effectively, interpret issue and utilize tools for troubleshooting and issue resolution
Fast and motivated learner
Working knowledge of email and internet
Attention to detail and follow-through
Demonstrated ability to adapt in a changing environment
Automotive experience or exposure is a strong plus
Adapts well to change
Who We Are
About Cox Automotive
There?s nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.
We are the Cox family of businesses. We?ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions ? Cox Communications and Cox Automotive ? are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. We?re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. We?re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you?ll be going with us, and the common purpose that unites us at coxenterprises.com.
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.
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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