Supervisor, Technical Customer Care

Cox Enterprises; Exton (PA); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Cox Enterprises in Exton, PA, seeks a Supervisor, Technical Customer Care to lead a designated group within Dealertrack DMS. You will guide daily operations, ensure SLA adherence, and provide coaching and development to team members.

Responsibilities include handling cases, coordinating with customers by phone or email, monitoring performance metrics, and overseeing payroll/timecard processes. This hybrid role requires strong CRM and MS Office skills and a track record of building

Qualifications

• Lead and coach a team of Technical Customer Care employees.
• Ensure SLA adherence and quality assurance across shifts.
• Analyze performance metrics to drive continuous improvement.

Responsibilities

• Provide day-to-day guidance to assigned employees.
• Handle cases and task queues; engage with customers by phone or email.
• Clarify and ensure understanding of device, platform, and network functionality.

Skills

Contact Center experience

Team leadership

Performance metrics

CRM tools

Microsoft Office

Education

High School Diploma/GED

BA/BS

MS

Ph.D.

Tools

Genesys PureCloud

Salesforce CRM

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. <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.