Hybrid Automotive Client Care Specialist

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 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