Senior Customer Care Specialist

Cox Automotive Inc.; Carmel (IN); Hybrid; USD 30,000 - 46,000; Full time

Benefits offered by this job

Paid time off & holidays

Overtime eligibility

Benefits

Job summary

Cox Automotive Inc. is seeking a Senior Customer Care Specialist for a hybrid call center role. You'll handle inbound calls, texts, chats, and emails regarding accounts and service inquiries, with escalation proficiency and cross-department collaboration.

The position emphasizes customer care, timely responses, and professional problem resolution. The role requires solid communication skills, relevant experience, and comfort with learning automotive titles and consumer loan structures.

Qualifications

• High school Diploma or GED.
• 5 years of relevant professional work experience OR Associate's, BA/BS Degree + 3 years' experience.
• Ability to work in fast-paced team environment and prioritize tasks.
• Strong verbal and written communication skills.
• Demonstrates problem-solving and analytical skills.
• Requires reliable high-speed internet at home.
• Windows PC operation knowledge.
• Spanish language skills are a plus.

Responsibilities

• Receive inbound calls, chats, SMS messages, and emails from Automotive Dealers, Automotive Auctions, and internal clients.
• Answer moderately to highly complex questions, following guidelines and using judgment based on experience.
• Stay organized on case management, email messaging, chats, SMS messages, and service tickets while responding promptly.
• Handle escalated client and auction client inquiries, servicing tickets, and issues.
• Learn and understand automotive titles and consumer loan structure on vehicle loans.
• Build positive customer relationships by asking questions, listening, and offering solutions professionally.
• Make outbound calls to dealers and/or automotive auctions as needed to facilitate business needs.
• Use company proprietary software for research, case management, data entry, and account follow-up.
• Mentor less experienced team members when possible.
• Represent NextGear Capital Customer Care to other internal departments or Cox Automotive units.
• Support continuous process improvement initiatives.
• Provide technical support (password resets, contact info updates, website troubleshooting).
• Monitor process/documentation and report issues to management with improvement ideas.
• Assist with special projects and initiatives as assigned.
• Achieve production and quality goals and schedule adherence.
• Follow company policies on attendance and conduct.
• Mentor others 1-on-1 or in classroom settings after training.
• Perform other duties and accommodate flexible schedules, including overtime as needed.

Skills

Verbal communication

Written communication

Problem-solving

Spanish (bonus)

Windows basics

Education

High school Diploma or GED

Associate’s/Bachelor’s degree

Tools

Windows PC

Home networking basics

Job description

As a Senior Customer Care Specialist, you will handle inbound calls, texts, chats, and emails regarding account and service inquiries about our client's line of credit. This includes escalation and being able to handle escalated situations professionally. You will work closely with all internal departments to identify and resolve client concerns. Ideal candidates should be dynamic and ambitious individuals excited to work with our clients.

This is a Hybrid Call Center position. Hours of operation mostly fall inside or between the hours of 9:00 AM - 8:00 PM, EST (Closed Saturday, Sunday, Most Holidays).

Primary Duties/Key Responsibilites

• Receive inbound calls, chats, SMS messages, and emails from Automotive Dealers, Automotive Auctions, and internal clients.
• Answer moderately to highly complex questions, following guidelines and using judgment based on experience.
• Staying organized on case management, email messaging, chats, SMS messages, and service tickets while responding promptly.
• Handle escalated client and auction client inquiries, servicing tickets, and issues.
• Being willing to learn and implement an understanding of automotive titles and consumer loan structure on vehicle loans.
• Build positive customer relationships by asking questions, actively listening, and offering solutions in a considerate and professional manner.
• Make outbound calls to dealers and or automotive auctions as needed to help facilitate business needs.
• Use company proprietary software for research, case management, data entry, and account follow-up activity.
• May provide formal and informal support and training to less experienced team members.
• Represent NextGear Capital Customer Care to other internal departments or other Cox Automotive business units.
• Supports the implementation of continuous process improvement initiatives.
• Provide technical support to all internal and external clients, such as password resets, contact information updates, and website troubleshooting.
• Monitors Customer Care process and procedure documentation within our online database to identify updates, ongoing issues, and areas of concern, reporting to management on findings and improvement opportunities.
• Assist with special projects and initiatives as assigned.
• Attain production and quality goals and metric standards such as quality phone interactions and schedule adherence.
• Adhere to all general company policies and procedures regarding attendance and conduct.
• Be willing, after you are trained, to pay it forward, by mentoring your knowledge to others either in 1 on 1 or classroom settings.
• Perform other duties as necessary and can work a flexible schedule as needed, including occasional mandatory overtime between hours ranging from 9 am till 8 pm Eastern time, 8-hour shift.

Required Experience & Specialized Knowledge And Skills

• High school Diploma or GED
• 5 years of relevant professional work experience OR Associate's, BA/BS Degree + 3 years' experience
• Exhibit's ability to work in a fast-paced and evolving team environment, capable of prioritizing tasks and duties
• Strong verbal and written communication (grammar) skills with proven ability to interact clearly with a vast customer base on socioeconomic levels.
• Demonstrates problem-solving and analytical skills with the ability to walk others through complicated processes.
• You must have high-speed internet available in your home and be able to be wired and not on Wi‑Fi.
• Knowledge of how to operate a Windows PC, Home Networking Router/Modem basics
• Bilingual is a plus (Spanish)

USD 22.02 - 33.08 per hour

Compensation

Hourly pay rate is in the range of $22.02 - $33.08/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