Supervisor, Technical Customer Care

Cox Automotive Inc.; Draper (UT); On-site; USD 74,000 - 111,000; Full time

Benefits offered by this job

Vacation with pay

Paid holidays

Paid wellness time

Bereavement leave

Voting time off

Jury duty leave

Parental leave

Job summary

Cox Automotive Inc. is seeking a Supervisor, Technical Customer Care to lead the DealerTrack DMS team and drive exceptional client support while meeting quality standards.

You will guide daily operations, manage performance, and ensure effective coaching and development for team members across multiple locations.

Qualifications

• Three years of contact center experience required.
• Strong analytical and customer-centric approach.
• Proficiency with Microsoft Office and CRM tools.
• Excellent interpersonal and communication skills.

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 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

Interpersonal skills

Project management

Leadership

Communication

Analytical thinking

Education

High School Diploma/GED

BA/BS in related field

Tools

CRM tools

Microsoft Office

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.

Location:

• Atlanta, GA
• Burlington, VT
• Draper, UT
• Exton, PA
• Overland Park, KS

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.

USD 74,000.00 - 111,000.00 per year

Compensation

Compensation includes a base salary in the range of $74,000.00 - $111,000.00. 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.

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. 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