[Hiring] Senior Dispatcher @Cox Enterprises

Role Description

The Sr. Dispatcher 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 Sr. Dispatcher is expected to model best practices, support less experienced team members, and uphold Cox Fleet's standards for service quality and customer experience.

Essential Responsibilities

• Service Coordination and Dispatch:
  • 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.
• Customer and Stakeholder Communication:
  • 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.
• Vendor Management:
  • 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; escalate systemic concerns through established channels.
• Documentation and Compliance:
  • 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.
• Team Contribution and Development:
  • 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.

Qualifications

• High School Diploma/GED and 5 years’ experience in a related field (direct experience in a dispatching, service scheduling, or logistics coordination role).
• Working knowledge of fleet maintenance operations, trucking industry standards, and transportation logistics.

Requirements

• Proficient oral and written communication skills with the ability to interact professionally across all levels of the organization.
• Demonstrated ability to manage multiple concurrent service events and shifting priorities in a remote, fast-paced environment.
• Strong interpersonal and diplomacy skills; able to build productive relationships and influence outcomes across varied stakeholder groups without direct authority.
• Ability to remain composed and solution-oriented when managing frustrated customers or complex service scenarios.
• Proficiency with MS Office applications, email platforms, and dispatch or fleet management systems.
• Basic mathematical competency including calculation with whole numbers, fractions, and decimals.
• Strong organizational skills with attention to detail and consistent follow-through across multiple simultaneous tasks.

Preferred Qualifications

• Experience in the automotive repair, fleet maintenance, or trucking and transportation industry.
• Familiarity with Cox Automotive platforms or Cox Fleet operational systems.
• Experience operating across multiple geographic markets or service regions.

Benefits

• Employees are eligible to receive a minimum of 6.67 hours of paid time off every month.
• Seven paid holidays throughout the calendar year.
• 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.