Supervisor, Technical Customer Care

Cox Enterprises; Burlington (VT); On-site; USD 65,000 - 90,000; Full time

Job summary

Cox Enterprises seeks a Supervisor, Technical Customer Care to guide a designated group of Technical Customer Care employees within Dealertrack DMS, ensuring quality support and adherence to SLAs.

The role emphasizes day-to-day guidance, performance reviews, coaching, and development, while monitoring metrics and payroll considerations. Occasional travel and a hybrid work arrangement are included.

Qualifications

• High School Diploma/GED and 5 years’ experience OR BA/BS and 3 years’ experience OR MS and 1-year experience OR Ph.D. and up to 1-year experience
• Three (3) years' Contact Center experience required.
• Ability to work flexible work hours/schedule.
• Proven ability to organize and prioritize daily work; exercise project management skills.
• Ability to leverage analytical and customer-centric approaches to set priorities, make decisions, and deliver results.
• Strong technical knowledge including but not limited to proficiency with Microsoft Office applications and CRM tools.
• Excellent interpersonal skills with the proven ability to clearly define goals and champion change for the business.

Responsibilities

• Provide day-to-day guidance to assigned employees of the DealerTrack DMS team.
• Supervises employees as they: Handle assigned cases and task queues.
• Engage with customers, by phone, email or other means.
• Clarify and ensure customer understanding of device, platform and network functionality and operations.
• Enforces company policies and ensures adherence to regulatory requirements.
• Monitors team performance and ensures employees receive appropriate on-the-job and professional development opportunities.
• Review metric reports to track team member performance to ensure timely, effective and efficient resolution in keeping with SLAs and other performance requirements.
• Responsible for payroll and timecard review, PTO requests, and staffing requirements for specified teams.

Skills

Contact Center experience

Analytical skills

Project management

Customer service

Education

High School Diploma/GED

BA/BS

MS

Ph.D.

Tools

Microsoft Office

CRM tools

Salesforce CRM

Genesys Pure Cloud

Job description

The Supervisor, Technical Customer Care supports and leads a designated group of Technical Customer Care employees in Dealertrack DMS. The responsibilities include inbound contact management in addition to conducting performance reviews, training, and coaching/development. This role is responsible for leading employees to meet and exceed personal goals, as well as providing the necessary support to ensure each team is delivering excellent support to clients based on quality assurance standards.

What You'll Do

• Provide day-to-day guidance to assigned employees of the DealerTrack DMS team.

• Supervises employees as they:

• Handle assigned cases and task queues

• Engage with customers, by phone, email or other means

• Clarify and ensure customer understanding of device, platform and network functionality and operations.

• Enforces company policies and ensures adherence to regulatory requirements.

• Monitors team performance and ensures employees receive appropriate on-the-job and professional development opportunities.

• Review metric reports to track team member performance to ensure timely, effective and efficient resolution in keeping with SLAs and other performance requirements.

• Responsible for payroll and timecard review, PTO requests, and staffing requirements for specified teams.

Travel:

• Occasional travel for training and offsite meetings, approximately once per quarter. <10%

Location:

This is a hybrid position with 2 days in office per week. All qualified candidates must reside in/near the following locations:

• Atlanta, GA

• Burlington, VT

• Draper, UT

• Exton, PA

• Overland Park, KS

Who You Are

Minimum

• High School Diploma/GED and 5 years’ experience OR BA/BS and 3 years’ experience OR MS and 1-year experience OR Ph.D. and up to 1-year experience

• Three (3) years' Contact Center experience required.

• Ability to work flexible work hours/schedule.

• Proven ability to organize and prioritize daily work; exercise project management skills.

• Ability to leverage analytical and customer-centric approaches to set priorities, make decisions, and deliver results.

• Strong technical knowledge including but not limited to proficiency with Microsoft Office applications and CRM tools.

• Excellent interpersonal skills with the proven ability to clearly define goals and champion change for the business.

Preferred

• Software industry knowledge preferred.

• Automotive industry knowledge preferred.

• Salesforce CRM case logging and reporting preferred.

• Experience with interaction distribution systems such as Genesys Pure Cloud.

• Ability to apply knowledge of the business and/or industry to maximize results, limit risk and effectively contribute to the organization.

• Proficiency in the ability to effectively develop individuals by setting specific and measurable goals that align with the organization’s purpose and values.

• Proven track record of leading motivating, developing, and coaching employees; building a high-performance team with demonstrated success and developing and retaining high-performing employees.