National Coordinator

The National Coordinator serves as a subject matter expert within Cox Fleet's dispatch operations, responsible for managing the full lifecycle of fleet repairs and maintenance. This national role operates within multiple markets across the country and requires a high degree of professional judgment, industry knowledge, and the ability to coordinate effectively across internal partners, customers, and third-party vendors. The National Coordinator is expected to model best practices, support less experienced team members, and uphold Cox Fleet's standards for service quality and customer experience.

This is an overnight position with shifts scheduled between 4:00 PM and 10:00 AM. Specific shift assignments will be discussed and determined during the interview process.

Overtime opportunities may be available based on business needs and operational demand. While overtime is not a regular requirement of the role, employees may occasionally be asked to work additional hours.

• Manage the complete event lifecycle for preventative maintenance, towing, and unscheduled/emergency service events, from initial client request to repair-completion
• Ensure that technicians receive all service events quickly, and request additional work when needed
• Re-assign previous events that were not completed during the first assignment
• Assess each service event and dispatch to achieve the best results for the client
• Assign work with an eye toward time-based KPIs
• Identify gaps in KPI performance, and work with local leaders to address those gaps
• Audit open work requests across multiple markets for compliance with daily-update requirements
• Monitor open events, track estimated arrival times, and communicate proactively with customers and leadership regarding delays or service concerns

• Communicate 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 approvals
• Serve as a point of contact for escalated service issues from customers, team members, and internal stakeholders, addressing concerns with professionalism and urgency
• Maintain positive customer relationships through clear, timely, and professional communication across all channels
• Apply sound judgment and diplomacy when navigating competing priorities or complex service situations across multiple markets and personalities
• Collaborate with internal partners to resolve multi-party service issues and ensure customer needs are met within established timelines

• Ensure all third-party vendors are informed of and operate in accordance with Cox Fleet policies, procedures, and expectations for quality, timeliness, and payment
• Monitor vendor performance and document issues; elevate systemic concerns through established channels

• Maintain timely and accurate documentation and notations in all applicable systems for each customer interaction and service event
• Follow established escalation procedures for complex or high-risk service situations
• Adhere to all applicable company policies, internal controls, and compliance requirements

• Provide process guidance and on-the-job coaching for less experienced dispatch team members
• Keep open-event backlogs clean with proper process adherence
• Contribute to the continuous improvement of dispatching practices, workflows, and service quality standards
• Demonstrate consistent professionalism and customer-focused behavior as a senior member of the dispatch team
• Perform additional duties as assigned by the Dispatch Supervisor or leadership

• High School Diploma/GED and 5 years' experience in a related field (direct experience in a dispatching, service scheduling, or logistics coordination role). The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED and 3 years' experience.
• Working…