Scott Thomas was a self-described snot-nosed kid out of high school when he started at Cox over 25 years ago.
Scott worked his way through Cox, from early days digging trenches to moving into the field trainer, engineer role and call center manager positions. Now as the senior director of client technical support for Cox Automotive, Scott manages call centers for XTime and Vin Solutions in Mission, Kansas and Lee’s Summit, Missouri respectively — and manages them well. His teams consistently score over 90% in client satisfaction ratings (NPS) while improving efficiency by 20% over the last three years.
A People Person
What’s his secret to success and happy clients? For Scott it’s all about the golden rule, from employees to customers. “I treat people like people,” he said. “I don’t ask people to do something I wouldn’t do. I also know customers want to do business with people who make it easy, so I focus my teams on making working with us as enjoyable as possible.”
And according to his colleagues, working with Scott is enjoyable, too. “What really differentiates Scott is his focus on team members,” said former colleague and retired Cox Automotive employee, Rod Bownds. “He has a real passion for development — not just in a classroom context but in real life. He shares real-time, honest feedback in a face-to-face way that really challenged our team to grow. He challenged us all to be real and live up to our potential. The pride he takes in his work is a daily inspiration to those that work with him and it comes out in every client interaction.”
It’s a Career, Not a Job
Scott said what’s kept him at Cox for so long is how people-focused the company is, and that employees are allowed to take chances. “The company took a chance on me. The fact they take chances allows us to take chances, too,” he said.
If he could give any advice to new employees, Scott said he’d tell them to decide early on if this is a job or a career. “Cox is not CCI, Cox is not an Arizona company. Cox isn’t even a U.S. company! It’s a global company with multiple divisions … and you can be one of those people that’s unheard of these days who stay at a company forever.”
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