Customer Care Leader: Team Oversight & Resolution

Cox Automotive Canada; Carmel (IN); On-site; USD 67,000 - 101,000; Full time

Benefits offered by this job

Paid time off

Holiday pay

Wellness/Health benefits

Job summary

Cox Automotive Canada is seeking a Supervisor of Customer Care to lead and optimize the customer support function. You will shape engagement strategies, oversee issue resolution, and ensure alignment with PM programs and DOT compliance while driving cost optimization.

The role emphasizes fast, professional handling of customer inquiries, team coaching, and process improvements to enhance satisfaction and efficiency.

Qualifications

• Minimum: High School Diploma/GED and 5 years' related experience, or alternative combinations as listed in the ad.
• Strong analytical thinking to identify root causes and develop solutions using tools and workflows.
• Business acumen to understand economic and market trends and align departmental strategies.

Responsibilities

• Supervises the efforts of Customer Care team members within a call center environment.
• Ensures team provides timely and effective customer and end-user support.
• Resolves staff inquiries and complex customer issues.
• Maintains quality standards for Customer Care staff.
• Identifies opportunities for department-wide improvement and communicates with management to effectuate change.
• Engages directly with customers to understand issues and ensure effective resolution.
• Oversees ongoing problem resolution and escalation of technical/process issues.
• Monitors team performance and supports development.

Skills

Analytical Thinking

Business Acumen

Business Process Management

Customer Focus

Managing Multiple Priorities

Education

High School Diploma/GED + 5 years related field

Bachelor's degree + 3 years related field

Master's degree + 1 year related field

Ph.D. + up to 1 year related field

Job description

Cox Automotive Canada is seeking a Supervisor of Customer Care to lead and optimize the customer support function. You will shape engagement strategies, oversee issue resolution, and ensure alignment with PM programs and DOT compliance while driving cost optimization.

The role emphasizes fast, professional handling of customer inquiries, team coaching, and process improvements to enhance satisfaction and efficiency.