About the Role
Title: Customer Care Specialist I (Manheim)
locations
Tolleson AZ
time type
Full time
job requisition id
R202449771
Company
Cox Automotive – USA
Job Family Group
Customer Care Group
Job Profile
Customer Care Specialist I
Management Level
Individual Contributor
Flexible Work Option
Can work remotely but need to live in the specified city, state, or region
Travel %
No
Work Shift
Day
Compensation
Hourly base pay rate is $15.87 – $23.75/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
General Responsibilities:
• The CCS will partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions to the standard processes to create a list of best practices.
• Maintaining relationships with existing customers includes problem solving by the CCS, by consulting with dealers and educating them about Manheim and ancillary partners.
• Part of this process will include identifying, assessing and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product, or any such Manheim Partners.
• May work across other departments to train on resolving different client issues.
• The CCS will provide responsive, timely telephone, chat and email support. The CSR shall personally act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts).
• The CCS will also oversee/monitor the resolution to all problems, regardless of delegation to other departments.
Qualifications:
Minimum
• High School Diploma or GED required
• Bilingual in both English & Spanish required
• Must live within 1 hr of Tolleson, AZ to commute 1-3 times per month in office
• Must have suitable work from home environment (quiet space, at least 1 GB of high speed internet, etc.) Cox will provide hardware such as laptop, mouse, charger.
• Minimum of 2+ years of call center and/or client interfacing experience required
• Multi-task and prioritize required. Ability to handle multiple projects/tasks at a time.
• Ability to deescalate required
• Understand foundational levels of computers and technology, internet, email required
• Excellent oral and written communications skills, particularly in a phone or email context,
• Strong communication skills and basic computer knowledge
• Ability to operate under tight pressure
Preferred
- Degree in related discipline preferred
- Experience in a contact center or industry preferred
- Experience working in the automotive industry preferred