Supervisor, Customer Care

Cox Enterprises; New York (NY); Remote; USD 67,000 - 101,000; Full time

Job summary

Cox Automotive - USA is seeking a Supervisor, Customer Care to lead and oversee the Customer Care function, focusing on understanding customers’ perspectives and improving satisfaction. You will define engagement strategies, set performance objectives, and optimize costs while partnering with customers to maintain PM programs and DOT compliance.

The role involves supervising a call center team, resolving inquiries, ensuring quality standards, and driving improvements across the department.

Qualifications

• High School Diploma/GED and 5 years' experience in a related field.
• Analytical Thinking - applies analytical techniques and tools to understand issues.
• Business Acumen - understands economic, financial and market trends.
• Business Process Management - improve processes and workflows.
• Customer Focus - understands customers and needs to deliver service.
• Managing Multiple Priorities - handle multiple tasks and priorities.

Responsibilities

• Supervise Customer Care team in a call center environment.
• Ensure timely and effective customer and end-user support.
• Resolve staff inquiries and complex customer issues.
• Maintain quality standards for Customer Care staff.
• Identify opportunities for department-wide improvement and communicate changes.
• Engage with customers to understand issues and improve Cox products/services.
• Serve as escalation point for team issues and oversee resolution.
• Monitor performance and support development and training.
• Monitor live/recorded calls to gauge performance.
• Ensure adherence to schedule, breaks, and end of shifts.
• Manage team projects as assigned.

Skills

Analytical Thinking

Business Acumen

Business Process Management

Customer Focus

Managing Multiple Priorities

Education

High School Diploma/GED

Bachelor's degree preferred

Master's degree preferred

Ph.D. preferred

Job description

Company Cox Automotive - USAJob Family Group Customer Care GroupJob Profile Supervisor, Customer CareManagement Level SupervisorFlexible Work Option Can work remotely anywhere in the specified countryTravel % NoWork Shift DayCompensation Compensation includes a base salary in the range of $67,100.00 - $100,700.00. The base salary may vary within the anticipated base pay 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 an incentive program.

Job Description

The Supervisor Customer Care provides leadership and oversight for the Customer Care function. Develops and maintains customer contact channel touch points with an emphasis on understanding the customer's point of view and improving customer satisfaction. Defines and implements customer contact engagement strategy, performance objectives and cost optimization. Oversees customer engagement and issue resolution, ensuring that issues are addressed professionally, quickly and in a sustainable manner, while partnering with customers to help maintain preventive maintenance (PM) programs and Department of Transportation (DOT) compliance at a best-in-class standard.

Responsibilities

• Supervises the efforts of Customer Care team members within a call center environment.
• Ensures team provides timely and effective customer and end-user support.
• Resolves staff inquiries and complex customer issues.
• Maintains quality standards for Customer Care staff.
• Identifies opportunities for department-wide improvement and communicates with management to effectuate change.
• Engages directly with customers to understand issues, ensure effective resolution and identify opportunities to improve Cox products, features and services.
• Acts as escalation point for team technical and process issues and oversees ongoing problem resolution.
• Monitors team performance and takes steps to ensure on-the-job and formal development.
• Listen to live or recorded calls to gauge team member performance on a real-time basis.
• Ensures and reports on schedule adherence, including breaks, lunches and shift-end.
• Manages team projects as assigned.

Qualifications Minimum

• High School Diploma/GED and 5 years' experience in a related field. The right candidate could also have a different combination, such as a bachelor's degree in a related discipline and 3 years' experience in a related field; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience
• Analytical Thinking - Possesses the knowledge and ability to apply effective analytical techniques and tools. Analyzes organizational issues, determines the root cause and creates alternative solutions that are in the best interest of the business. Approaches situations by defining the issue, determining its significance and identifying the forces, events and people impacting and impacted by the situation at hand. Uses logic and intuition to make inferences about the meaning of data and arrive at conclusions, applying flow charts, diagrams and other tools as necessary. Able to systematically compare and assess varied alternative solutions
• Business Acumen - Applies knowledge of economic, financial, market, and industry trends to understand and improve individual, work group and/or organizational results. Demonstrates an understanding of major business functions, industry trends and own organization's position to contribute to effective business strategies and/or tactics. Analyzes economic, financial, market and industry information from multiple sources to identify trends, assess current business strategies and results and/or evaluate specific opportunities. Articulates the implications of trends for own department or team as well as for the broader organization. Understands the nature and interdependencies of the organization's departments and functions. Understands the industry and leverages that understanding to maximize results, limit risks and effectively contribute to the team, department and/or broader organization
• Business Process Management - Combines knowledge of business process improvement tools and techniques with the ability to understand, monitor, update or enhance existing business or work processes. Understands work process flow and intra- and cross-team interdependencies. Identifies, monitors, evaluates and recommends solutions to process bottlenecks. Documents types of process decisions and the potential impact of each decision. Develops cost-benefit analyses of recommended process changes.
• Customer Focus - Seeks to understand customers by actively gathering information to understand customers' circumstances, problems, expectations and needs. Identifies barriers that impact customer service and retention, communicating concerns and recommendations to others. Uses an understanding of the customer's needs and the organization's customer service practices to set priorities, make decisions and take actions that create a positive customer experience and prevent occurrence of service issues. Follows up to ensure intended actions are accomplished and results achieved. Tracks the customer experience and seeks improvement suggestions
• Managing Multiple Priorities - Uses effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes. Emphasizes the importance of reaching agreement and the benefits of involving others. Engages with others to generate ideas and reach mutually agreeable solutions. Checks for common understanding, responsibilities, time frames and tracking methods. Offers time, support and resources

Preferred

• Degree in related discipline strongly desired
• Experience in industry desired
• Accuracy and Attention to Detail - Understands the necessity and value of accuracy and attention to detail. Demonstrates the ability to process information with high levels of accuracy. Utilizes specific approaches and tools for checking and cross-checking own and others' outputs. Develops and uses checklists to ensure information goes out error-free. Accurately gauges the impact and cost of errors, omissions and oversights. Learns from mistakes and applies lessons learned
• Business Process Management - Combines knowledge of business process improvement tools and techniques with the ability to understand, monitor