Remote Customer Care Supervisor

Cox Enterprises; New York (NY); Remote; USD 67,000 - 101,000; Full time

Job summary

Cox Automotive - USA is seeking a Supervisor, Customer Care to lead and oversee the Customer Care function, focusing on understanding customers’ perspectives and improving satisfaction. You will define engagement strategies, set performance objectives, and optimize costs while partnering with customers to maintain PM programs and DOT compliance.

The role involves supervising a call center team, resolving inquiries, ensuring quality standards, and driving improvements across the department.

Qualifications

• High School Diploma/GED and 5 years' experience in a related field.
• Analytical Thinking - applies analytical techniques and tools to understand issues.
• Business Acumen - understands economic, financial and market trends.
• Business Process Management - improve processes and workflows.
• Customer Focus - understands customers and needs to deliver service.
• Managing Multiple Priorities - handle multiple tasks and priorities.

Responsibilities

• Supervise Customer Care team in a call center environment.
• Ensure timely and effective customer and end-user support.
• Resolve staff inquiries and complex customer issues.
• Maintain quality standards for Customer Care staff.
• Identify opportunities for department-wide improvement and communicate changes.
• Engage with customers to understand issues and improve Cox products/services.
• Serve as escalation point for team issues and oversee resolution.
• Monitor performance and support development and training.
• Monitor live/recorded calls to gauge performance.
• Ensure adherence to schedule, breaks, and end of shifts.
• Manage team projects as assigned.

Skills

Analytical Thinking

Business Acumen

Business Process Management

Customer Focus

Managing Multiple Priorities

Education

High School Diploma/GED

Bachelor's degree preferred

Master's degree preferred

Ph.D. preferred

Job description

Cox Automotive - USA is seeking a Supervisor, Customer Care to lead and oversee the Customer Care function, focusing on understanding customers’ perspectives and improving satisfaction. You will define engagement strategies, set performance objectives, and optimize costs while partnering with customers to maintain PM programs and DOT compliance.

The role involves supervising a call center team, resolving inquiries, ensuring quality standards, and driving improvements across the department.