Sr Customer Care Specialist (Manheim)

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

Job summary

Cox Automotive Inc. is seeking a Senior Logistics Concierge for our Contact Center. The role supports CCRs and Logistics Concierges, handling challenging cases and monitoring escalations to improve service.

You will liaise with multiple departments and dealers, ensuring efficient problem resolution and strong customer relationships. Hybrid position with potential travel; strong communication and multitasking skills are essential.

Qualifications

• 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.

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.
• Backlog management.
• Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments.
• 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

Customer interaction

Multitasking

Teamwork

Problem solving

Communication

Bilingual

Education

High School Diploma / GED

Tools

MS Office

Salesforce

Job description

Candidate must live in Phoenix or Atlanta

Job Scope

The primary responsibilities of the Senior Logistics Concierge in the Contact Center are 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

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