• Identify, investigate, and resolve client problems and handle technical support cases through phone, chat and email submissions. • Respond (via phone/email/chat) to all clients in a timely manner to provide a high level of customer support. • Maintain client confidence by keeping their information confidential. • Field support calls, chat, email, and/or other communication from clients with inquiries about our systems and products. • Consult with users to determine steps and procedures taken to identify and resolve the problem. • Apply knowledge of computer software, hardware, and procedures to solve problems. • Collaborate with other teams/departments (Client Success, Billing, Implementations, Branded Sites, Marketing, Tech Teams) to research and resolve problems. • Maintain knowledge of technology innovations and trends. • Performs other related duties as assigned. • Develop great client relationships to keep clients excited about joining Ylopo • Speak confidently and professionally with clients. • Serve as subject matter expert for the Ylopo process. • Learn the ins and outs of Ylopo products.

We are seeking candidates based in the Cherryville, NC area; however, remote candidates outside of the local market will also be considered. Applicants should be able to work effectively in a remote environment and collaborate with teams across multiple locations. Mobility Fleet Operations is revolutionizing the industry with digital-first fleet solutions connecting fleets with maintenance experts, using data-driven technology via an automated marketplace of service providers & propretiary fleet technology. Fleet Operations is Cox Automotive Mobility's centralized Maintenance Management division; designed for fleets, operators and teams who need an on-demand service solution, data driven insights, and a team of fleet experts to support them so they can focus on their core business. The Customer Care Specialist II has a responsibility to ensure that the overall customer experience is "best in class." This is the be accomplished by the execution of the outlined processes within the work instructions with proficiency and enthusiasm. The Customer Care Specialist II will demonstrate active listening skills to ensure that the customer's needs are met and exceeding customer and company expectations. PRIMARY DUTIES/KEY RESPONSIBILITES - Field a high volume of inbound calls. - Provide excellent customer service for all Inbound and outbound calls. - Timely and accurate documentation and notation in all systems regarding each customer contact - Originating all new transactions, (via inbound and outbound calls), regarding preventative maintenance, as well as immediate and scheduled service and repairs - Assign service requests to the respective market for Dispatching - Coordinating towing of customer units when necessary - Scheduling outside vendors when an emergency breakdown is called in - Continuously develop and improve company capabilities in the area of Dispatching - Be professional and establish positive customer rapport, encouraging repeat business - Additional duties and special projects as assigned Education, Experience, and Qualifications - Associate degree or high school diploma and two (2) years of equivalent experience - 2+ years' experience in a call center environment - Knowledge of Microsoft Office Suite - Ability to work independently and collaboratively within a team environment - Able to multi-task and meet tight deadlines - Excellent problem-solving skills - Must hold a valid driver's license - Highly organized with exceptional follow-through abilities Core Competencies Critical to success in this role The candidate should have a strong foundation customer service skills. USD 18.17 - 27.31 per hour Compensation: Hourly pay rate is in the range of $18.17 - $27.31/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. Benefits: Employees are eligible to receive a minimum of 6.67 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, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. Application Deadline: 07/11/2026 EOE, including disability/vets

• Independently analyze customer orders and non-routine requests and interpret customer intent • Serve as the primary point of contact for assigned customers • Identify and monitor shipping and billing holds or service risks and take corrective action • Resolve accounts receivable issues by interpreting policy • Develop and review customer quotations and deliver accurate pricing and terms • Review and evaluate customer purchase orders for alignment with compliance requirements • Analyze consignment inventory usage trends and demand forecasts • Interpret and apply company policies to unique customer situations • Partner with Production, Logistics, Quality, Finance, and Compliance teams to address critical customer requirements • Manage quality notifications and return material processes • Analyze recurring customer and operational issues to identify root causes and recommend improvements

• Serve as a crucial escalation point for resolving disputes for both internal and external customers. • Support customer service operations, including order management, product flow, and credit processing. • Collaborate with customer service management to train and develop team members. • Assist teammates and Customer Service leadership with escalations. • Participate in meetings and project teams as directed by Customer Service leadership. • Support supervisors with administrative tasks, including case triage, as needed. • Collaborate with leadership to develop and implement new department programs. • Participate in teammate training programs and facilitate training for team members and stakeholders. • Coordinate daily teammate activities under supervision of Customer Service leadership. • Maintain clear communication of relevant information between leadership and team members. • Analyze service failures and recurring customer issues. • Collaborate with supervisor on new customer implementations. • Accurately enter orders with detailed information as directed by leaders. • Manage all inbound and outbound calls and digital interactions professionally.