Customer Care Specialist II (Manheim)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Customer Care Specialist II

Management Level

Individual Contributor

Flexible Work Option

No remote option; must work at a specified Cox location

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $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.

Job Description

Job Scope:

The primary responsibilities of the Logistics Concierge Specialist IIin the Contact Centerare to provide exemplary customer service to our customers, clients and vendors while meeting and exceeding department metrics. This position may act as a liaison between the Contact Center and other departments within the company. 

The position demands reliability, follow-through, problem-solving and troubleshooting skills, the ability type and talk at the same time, and exceptional organizational skills. The ideal candidate will be a highly self- motivated individual who can work well with little to no supervision and is a reliable, knowledgeable, resourceful, flexible, service-oriented professional.

CANDIDATE MUST HAVE STABLE INTERNET CONNECTION WITH REQUIRED BANDWIDTH AND LIVE IN PHOENIX OR ATLANTA.

Key Responsibilities:

·         Proficient in all knowledge base requirements.

·         Manage high volume of inbound calls, emails and SMS.

·         Identify client needs, research issue and provide solutions and/or alternatives.

·         Meet and/or exceed quality guidelines and key performance criteria.

·         Work across the organization as needed to resolve client requests.

·         Effectively communicate how to use any of our customer facing tools.

·         Perform other task and duties as requested by management.

Become proficient in all platforms, systems, and tools used to maintain carrier/client, records, transactions, documentation and relevant data.

Skills:

·         Excellent oral and written communications skills, particularly in a phone, email or chat context.

·         Attention to detail and follow-through.

·         Demonstrated ability to adapt in a changing environment.

·         Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment.

·         Demonstrated experience being a customer-focused, service-oriented professional.

Qualifications:

·         High School Diploma / GED Required

·         2 years experience with customer service and/or contact center.

·         2 years automotive industry and/or logistics experience preferred.

·         Working knowledge and proficiency with Microsoft Office products.

·         Must have flexibility to work evenings, weekends, holidays as required.

·         Ability to handle multiple projects/tasks at a time.

·         Servant team member with ability to build strong trusted relationships.

Work Environment:

·         Hybrid/Remote position in office requirement every Tuesday.

Drug Testing

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Benefits

Employees are eligible to receive a minimum of sixteen 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.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. 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. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.EOE, including disability/vetsApplicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.