Hybrid Senior Customer Care Specialist – Manheim

at Cox Enterprises

• Job title: Senior Customer Care Specialist – Manheim
• Job type: Full Time
• Experience level: Senior
• Salary: $22 - $33 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, United States

About the role

• Customer Care Specialist resolving client needs efficiently and effectively for Cox Automotive. Engaging clients and providing best-in-class service while managing a high volume of tasks.

Responsibilities

• Become proficient in all knowledge base requirements to resolve clients’ needs as efficiently as possible
• Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data
• Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy
• Manage high volume of tasks in a timely and efficient manner
• Identify client needs, research issues and provide solutions and/or alternatives
• Build sustainable relationships and engage clients by providing best-in-class service
• Meet and/or exceed established key performance criteria
• Provide excellent client service and advocacy
• Work across the organization as needed to resolve client requests
• Assist clients with the onboarding process by providing status of application and registration process, guidance of next steps, and answer any questions
• Dispatch available vehicles to clients across all regions on an inbound basis
• Effectively communicate to the client how to use any of our client facing tools
• Perform other duties as deemed necessary by management

Requirements

• High School Diploma or GED required; College degree preferred (or equivalent experience)
• Minimum of 4 years of customer service experience or the equivalent
• Auction and/or logistics/transportation knowledge a strong plus
• Excellent oral and written communications skills, particularly in a phone or email 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
• To be employed in this role, you’ll need to clear a pre-employment drug test.

Benefits

• Employees are eligible to receive a minimum of sixteen 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.
• Health care insurance (medical, dental, vision)
• Retirement planning (401(k))
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)