Lead Customer Care Specialist (Manheim)

Cox; Phoenix (AZ); On-site; USD 30,000 - 50,000; Full time

Benefits offered by this job

PTO 16 hours per month

7 paid holidays

Job summary

Cox is seeking a Lead Customer Care Specialist in Phoenix to lead a team of Customer Care Specialists and ensure exceptional service across all channels. The role combines advanced technical support with continuous improvement, acting as the first contact for escalations and partnering with cross-functional teams to enhance tools, training, and processes.

The ideal candidate will have extensive customer service experience, strong communication skills, and a track record in process optimization.

Qualifications

• 7+ years of related field experience.
• Experience with onboarding and training.
• Strong written and verbal communication skills.
• Ability to handle high-level escalations including fraud-related issues.
• Proven track record in process improvement and cross-functional collaboration.

Responsibilities

• Lead, coach, and develop Customer Care Specialists to meet goals and quality standards.
• Conduct onboarding and ongoing training sessions; foster empowerment and accountability.
• Provide advanced technical support and resolve complex inquiries, including fraud escalations.
• Perform root cause analysis and implement sustainable solutions for recurring issues.
• Analyze customer feedback and trends to identify improvement opportunities.
• Lead process improvements with Product, Engineering, QA, and WFM.
• Utilize AI tools to streamline interactions and train the team.

Skills

Advanced communication

Leadership

Event-based analysis

Education

HS Diploma or GED

Degree or cert beyond HS + 5 years

9 years experience in related field

Job description

The Lead Customer Care Specialist provides leadership and operational support to a team of Customer Care Specialists, ensuring exceptional customer experience across all contact channels. This role combines advanced technical support, and continuous improvement responsibilities. The Team Lead serves as the first point of contact for frontline agents, resolves complex escalations, and partners with cross-functional teams to enhance processes, tools, and training.

PRIMARY DUTIES/KEY RESPONSIBILITES

• 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 (e.g., Medallia surveys) 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 (chatbots, SMS automation, Genesys PureCloud) 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.
• Perform related duties as assigned by the supervisor.

REQUIRED EXPERIENCE & SPECIALIZED KNOWLEDGE AND SKILLS

• High School Diploma/GED and 7 years' experience in a related field.
• OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline 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 job-related training and broad-based experience.
• Speaks clearly and persuasively in both positive and negative situations; listens and gets clarification; responds well to questions. Ability to write clearly and effectively and document activities.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; puts success of team above own interests; able to build morale and group commitments to goals and objectives.
• Independently handles high-level, complex assignments.

USD 24.23 - 36.35 per hour

Compensation:

Hourly pay rate is in the range of $24.23 - $36.35/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Benefits:

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

EOE, including disability/vets