Senior Customer Care Specialist

Cox Automotive; Atlanta (GA); Remote; USD 45,000 - 65,000; Full time

Job summary

Cox Automotive is searching for a Senior Customer Care Specialist to enhance customer satisfaction by supporting the Contact Center Representatives and overseeing escalations. This remote position requires strong customer service skills, proficiency in Microsoft Office, and the ability to train and guide team members through complex situations. Join a company dedicated to employee growth and a dynamic workplace culture.

Benefits

Health care insurance

Retirement planning (401(k))

Paid days off

Qualifications

• 5 years’ experience in a related field.
• Knowledge of escalation calls in customer service.
• Proficient with Microsoft Office and Salesforce.

Responsibilities

• Assist with escalations and training for CCRs.
• Monitor customer service trends and queues.
• Identify and resolve customer conflicts with departments.

Skills

Customer Service

Escalation Management

Data Analysis

Project Management

Education

High School Diploma / GED

Any degree/certification beyond GED

Tools

Microsoft Office

Salesforce

Job description

Cox Automotive is currently hiring for a Senior Customer Care Specialist in the Contact Center to assist the Contact Center Representatives and Logistics Concierge team in providing exemplary customer service to our customers, clients, and vendors while meeting and exceeding department metrics.

The Senior Customer Care Specialist will support team members and the broader team with more challenging situations, monitor escalations and act as a liaison between the Contact Center and other departments within the company.

This is a Remote role, but candidates must be comfortable working within the Arizona Time Zone.

Key Responsibilities :

• Serve as an escalation point for CCRs needing assistance with more in-depth customer requests.
• Assist in (or conduct) training CCRs in new products, pricing, services, and processes / procedures
• Consult supervisor as needed for problem / complex request resolutions.
• Provide input for improvements, diagnostic tools, and process changes.
• Monitor queues to proactively look for trends, changes, and potential issues
• Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation, including central functions such as IT (Information Technology) or Product, or any such Manheim Partners.
• Consult and maintain relationships with dealers and carriers to educate them about Manheim, Ready and Central Dispatch.
• May also perform additional duties such as; data analysis, project management, reporting, training.
• Friendly and professional tone and demeanor
• Can-do attitude, self-starter with a willingness to assist in all functional areas as needed.

Qualifications : Minimum

• High School Diploma / GED and 5 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 3 years’ experience; OR 7 years’ experience in a related field
• Experience with Escalation Calls in a Customer Service Environment
• Working knowledge and proficiency with Microsoft Office applications and Sales Force

Preferred

• Experience in logistics in the automotive industry
• Trained in Multi- Channel Communication

Drug Testing :

To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and / or in company vehicles is prohibited.

About Cox Automotive

At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What’s more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today!

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation / wellness days, and / or PTO). For more details on what benefits you may be offered, visit our benefits page .

Cox is an Equal Employment Opportunity employer - All qualified applicants / employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Statement to ALL Third-Party Agencies and Similar Organizations : Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.