Hybrid Lead: Customer Care & AI Tools Coach

Cox Automotive; Phoenix (AZ); Hybrid; USD 33,000 - 50,000; Full time

Benefits offered by this job

Hybrid work option

Paid time off

Job summary

Cox Automotive seeks a Lead Customer Care Specialist in Phoenix, AZ. You will lead a team of Customer Care Specialists, provide advanced technical support, and partner with cross-functional teams to improve processes, tools, and training.

This role blends leadership with hands-on customer care and ongoing improvement, with a hybrid work model and day shift. A HS diploma and substantial related experience are required, along with strong communication and problem-solving skills.

Qualifications

• High School Diploma/GED and 7 years' experience in a related field.
• OR right candidate could have different combination with HS diploma and 5 years' experience.
• OR 9 years' experience in a related field.
• May require technical certification or associate degree.
• Extensive customer service experience.
• Requires advanced job proficiency gained through training and broad-based experience.

Responsibilities

• Lead, coach, and develop Customer Care Specialists to achieve performance goals and quality standards.
• Conduct onboarding and ongoing training sessions; foster a culture of empowerment, accountability, and customer focus.
• Provide advanced technical support and resolve complex or unique customer inquiries, including fraud-related escalations.
• Perform root cause analysis and implement sustainable solutions for recurring issues.
• Analyze customer feedback and operational trends to identify improvement opportunities.
• Define and lead process improvement initiatives in collaboration with Product, Engineering, QA, and Workforce Management.
• Leverage and optimize AI-powered tools to streamline interactions.
• Train team members on effective use of AI tools; monitor performance and provide feedback for enhancements.
• Serve as liaison between Customer Care, WFM, QA, and other departments to ensure seamless service delivery.
• Maintain accurate documentation and reporting of customer interactions and team performance metrics.

Skills

Leadership

Coaching

Customer service

Technical support

Process improvement

AI tools

Education

HS Diploma or higher

Tools

Genesys PureCloud

Job description

Cox Automotive seeks a Lead Customer Care Specialist in Phoenix, AZ. You will lead a team of Customer Care Specialists, provide advanced technical support, and partner with cross-functional teams to improve processes, tools, and training.

This role blends leadership with hands-on customer care and ongoing improvement, with a hybrid work model and day shift. A HS diploma and substantial related experience are required, along with strong communication and problem-solving skills.