Sr Customer Care Specialist (Manheim)

Cox Enterprises; Phoenix (AZ); Vor Ort; USD 55.000 - 75.000; Vollzeit

Zusammenfassung

Cox Enterprises is seeking a Senior Logistics Concierge in the Contact Center to support CCRs and Logistics Concierges in delivering exceptional customer service. The role will mentor team members, monitor escalations, and liaise with IT, Product, and other departments.

The position requires a high school diploma, 3 years in customer service or logistics, and the ability to work a hybrid schedule from Phoenix or Atlanta. Some travel may be required.

Qualifikationen

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

Aufgaben

• Serve as escalation point for CCRs needing assistance with detailed customer requests.
• Assist in training CCRs on products, pricing, services, and processes.
• Consult supervisor for problem resolutions on complex requests.
• Provide input for improvements, diagnostics, and process changes.
• Monitor queues to spot trends and potential issues.
• Backlog management and prioritization of tasks.
• Identify, assess, and resolve issues; refer unresolved conflicts to designated departments.
• Educate dealers and carriers about Manheim, Ready and Central Dispatch.
• May perform data analysis, project management, reporting, and training.
• Occasional travel; travel is infrequent.
• Maintain friendly, professional tone and can-do attitude.
• Support other functional areas as needed.

Kenntnisse

Customer service

MS Office

Salesforce

Verbal and written communication

Problem solving

Independence

Multi-project management

Shift flexibility

Overtime availability

Ausbildung

High School Diploma / GED

Tools

Microsoft Office

Salesforce

Jobbeschreibung

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