Hybrid Technical Customer Care Supervisor

Cox Automotive; Draper (UT); Hybrid; USD 74,000 - 111,000; Full time

Benefits offered by this job

Hybrid work model

Seven paid holidays

Up to 160 hours paid wellness annually

Bereavement leave

Time off to vote

Jury duty leave

Volunteer time off

Military leave

Job summary

Cox Automotive seeks a Supervisor, Technical Customer Care to lead a DealerTrack DMS team, guiding day-to-day operations and ensuring top-tier customer support. You will coach staff, manage performance, and drive adherence to quality standards across channels.

The role requires building strong relationships with clients, monitoring metrics, and development opportunities while coordinating payroll and staffing for the group.

Qualifications

• Three (3) years' contact center experience required.
• Ability to work flexible work hours/schedule.
• Proven interpersonal and communication skills.

Responsibilities

• Provide day-to-day guidance to assigned employees.
• Supervises employees as they handle cases and queues.
• Engage with customers by phone, email or other means.
• Monitor performance and provide development opportunities.
• Review metric reports to ensure timely resolution within SLAs.
• Payroll, timecard review, PTO requests, and staffing for teams.

Skills

Analytical thinking

Interpersonal skills

Organizational skills

Decision making

Customer-centric

Education

High School Diploma/GED

BA/BS

MS

Ph.D.

Tools

CRM tools

Microsoft Office

Genesys Pure Cloud

Salesforce CRM

Job description

Cox Automotive seeks a Supervisor, Technical Customer Care to lead a DealerTrack DMS team, guiding day-to-day operations and ensuring top-tier customer support. You will coach staff, manage performance, and drive adherence to quality standards across channels.

The role requires building strong relationships with clients, monitoring metrics, and development opportunities while coordinating payroll and staffing for the group.