Sr Customer Care Specialist (Manheim)

Cox Enterprises; Atlanta (GA); In loco; USD 60.000 - 85.000; Tempo pieno

Descrizione del lavoro

Cox Enterprises is seeking a Senior Logistics Concierge in the Contact Center to support CCRs and Logistics Concierges in delivering exemplary customer service while meeting department metrics. The role requires residence in Phoenix or Atlanta and offers a hybrid work arrangement.

The position involves escalation support, training, process improvements, and cross-functional collaboration with IT, Product, and dealer/carrier partners.

Competenze

• High School Diploma / GED Required
• 3 years experience with customer service and/or call center
• 3 years automotive industry and/or logistics experience preferred
• Servant team member with ability to build strong trusted relationships

Mansioni

• 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
• Back log management
• Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation, including central functions such as IT 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, and training.
• Travel – Infrequent
• Friendly and professional tone and demeanor
• Can-do attitude, self-starter with a willingness to assist in all functional areas as needed.

Formazione

High School Diploma / GED

Strumenti

Microsoft Office

Salesforce

Descrizione del lavoro

Candidate must live in Phoenix or Atlanta

Job Scope

The primary responsibilities of the Senior Logistics Conciergein the Contact Centerare to assist the Contact Center Representatives and Logistics Concierges in providing exemplary customer service to our customers, clients and vendors while meeting and exceeding department metrics. The Sr Operations Concierge 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.

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
• Back log management
• 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, and training.
• Travel – Infrequent
• Friendly and professional tone and demeanor
• Can-do attitude, self-starter with a willingness to assist in all functional areas as needed.

Skills

• Capable of interacting effectively with clients and vendors as well as managers and peers.
• Working knowledge and proficiency with Microsoft Office applications and Sales Force
• Excellent verbal and written communications and interpersonal skills. Bi-lingual, a plus.
• Effective problem solving and technical troubleshooting skills
• Ability to work independently as well as in a team environment
• Ability to manage multiple projects simultaneously
• Ability to work different shifts (must be available from M-F 5 to 5 and Saturday)
• Willingness to work overtime

Qualifications

• High School Diploma / GED Required
• 3 years experience with customer service and/or call center
• 3 years automotive industry and/or logistics experience preferred
• Servant team member with ability to build strong trusted relationships

Work Environment

• Lengthy periods of sitting or standing in an office environment
• Hybrid Position