Customer Care Specialist I (NextGear Capital)

Cox Enterprises; Indianapolis (IN); Hybrid; USD 21,000 - 26,000; Full time

Job summary

NextGear Capital, a Cox Automotive brand, is seeking a Customer Care Specialist to join our Client Experience Team. You will handle inbound calls, chats, and SMS about accounts and service inquiries from our client base in a hybrid call-center setting.

You will collaborate with internal departments to resolve client concerns and document interactions. You will learn automotive titles and consumer loan structures for vehicle loans, build strong relationships, and meet production and quality

Qualifications

• Highschool Diploma or GED required.
• Typically less than 2 years of experience.
• Ability to work in a fast-paced, evolving team environment.
• Excellent verbal and written communication with customers.

Responsibilities

• Receive inbound calls, chats, and SMS from Automotive Dealers, Automotive Auctions, and internal clients.
• Answer routine questions, follow guidelines, and use judgment based on experience.
• Stay organized on case management, chats, SMS messages, and service tickets while responding promptly.
• Engage customers and determine how to assist them regarding their Nextgear Capital line of credit.
• Learn and implement understanding of automotive titles and consumer loan structure on vehicle loans.
• Build positive customer relationships by asking questions, actively listening, and offering solutions.
• Provide accurate documentation of client inquiries and report case status and resolution.
• Make outbound calls to dealers and/or automotive auctions as needed.
• Refer more complex issues to more senior specialists or management.
• Use company proprietary software for research, case management, data entry, and follow-up.
• Build working relationships with other representatives and internal departments.
• Follow instructions and maintain workflow standards with integrity.
• Attain production, quality goals, and metric standards such as quality phone interactions and schedule adherence.
• Adhere to all policies and can work flexible schedule including occasional overtime between 9am-8pm EST.
• Perform other duties as necessary.

Skills

Strong verbal and written CS skills

Problem-solving abilities

Fast-paced, evolving team work

Reliable internet at home

Windows PC basics

Education

Highschool Diploma or GED

Tools

Proprietary software

Home networking basics

Job description

NextGear Capital, a Cox Automotive brand, is currently looking for a Customer Care Specialist to join our Client Experience Team!

Working in customer care you will handle inbound calls, chats, and SMS messages, regarding accounts and service inquiries from our client base. You will work closely with all internal departments to identify and resolve client concerns. Ideal candidates should be dynamic and ambitious individuals excited to work with our clients.

This is a Hybrid Call Center position. Hours of operation mostly fall inside or between the hours of 9:00 AM - 8:00 PM, EST (Closed Saturday, Sunday, Most Holidays).

Key Responsabilities:

• Receive inbound calls, chats, and SMS messages from Automotive Dealers, Automotive Auctions, and internal clients.
• Answer routine questions, follow guidelines, and use judgment based on experience.
• Staying organized on case management, chats, SMS messages, and service tickets while responding promptly.
• Engage customers and determine how to assist them regarding their Nextgear Capital line of credit.
• Being willing to learn and implement an understanding of automotive titles and consumer loan structure on vehicle loans.
• Build positive customer relationships by asking questions, actively listening, and offering solutions in a considerate and professional manner.
• Provide accurate documentation of client inquiries and report case status and resolution.
• Make outbound calls to dealers and or automotive auctions as needed to help facilitate business needs.
• Refer more complex issues to more senior specialists or management.
• Use company proprietary software for research, case management, data entry, and account follow-up activity.
• Build working relationships with other customer care representatives and other internal departments.
• Follow instructions and maintain workflow standards with integrity.
• Attain production, quality goals, and metric standards such as quality phone interactions and schedule adherence.
• Adhere to all general company policies and procedures regarding attendance and conduct.
• Perform other duties as necessary and can work a flexible schedule as needed, including occasional mandatory overtime between hours ranging from 9 am to 8 pm Eastern time, 8-hour shift.

Minimum Requirement & Specialized Knowledge and Skills:

• Highschool Diploma or GED
• Generally, less than 2 years of experience
• Exhibit’s ability to work in a fast-paced and evolving team environment, capable of prioritizing tasks and duties
• Strong verbal and written communication skills with a proven ability to interact clearly with a vast customer base on socioeconomic levels.
• Demonstrates problem-solving and analytical skills with the ability to walk others through complicated processes.
• You must have high-speed internet available in your home and be able to be wired and not on Wi-Fi.
• Knowledge of how to operate a Windows PC, Home Networking Router/Modem basics
• Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes in order to meet business requirements.
• Other duties as needed or required

Preferred:

• Previous Call Center and/or Automotive Industry experience is preferred but not required.