Technical Customer Care Lead & Team Coach

Cox Enterprises; Burlington (VT); Hybrid; 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

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.