Technical Customer Care Team Lead (Hybrid)

Cox Automotive Inc.; Alabama; Hybride; USD 74 000 - 111 000; Plein temps

Avantages offerts par ce poste

Flexible vacation with pay

Seven paid holidays

Up to 160 hours paid wellness

Bereavement leave

Time off to vote

Jury duty leave

Volunteer time off

Military leave

Parental leave

Résumé du poste

The Supervisor, Technical Customer Care at Cox Automotive Inc. leads a designated VinSolutions team, guiding daily operations, coaching, and performance reviews to ensure high-quality client support. The role includes payroll oversight, staffing, and development opportunities to meet SLAs.

Hybrid work is available for candidates within 25 miles of listed offices (Atlanta, GA; Burlington, VT; Draper, UT; Exton, PA; Overland Park, KS). Strong CRM, analytical, and leadership skills are essential.

Qualifications

• High School Diploma/GED with 5 years' experience or BA/BS with 3 years' experience or MS with 1 year or Ph.D. and up to 1 year experience
• 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

Responsabilités

• Provide day-to-day guidance to assigned employees of the VinSolutions team
• Supervises employees as they handle assigned cases and task queues
• Engage with customers by phone, email or other means
• Clarify customer understanding of device, platform and network functionality and operations
• Enforce company policies and regulatory requirements
• Monitor team performance and development opportunities
• Review metric reports to track performance and ensure timely resolution
• Payroll and timecard review, PTO requests, and staffing for teams

Connaissances

Leadership

Coaching

Performance reviews

Project management

Analytical skills

Customer-centric approach

Formation

High School Diploma/GED

BA/BS

MS

Ph.D.

Outils

Microsoft Office

CRM tools

Genesys Pure Cloud

Salesforce CRM

Description du poste

The Supervisor, Technical Customer Care at Cox Automotive Inc. leads a designated VinSolutions team, guiding daily operations, coaching, and performance reviews to ensure high-quality client support. The role includes payroll oversight, staffing, and development opportunities to meet SLAs.

Hybrid work is available for candidates within 25 miles of listed offices (Atlanta, GA; Burlington, VT; Draper, UT; Exton, PA; Overland Park, KS). Strong CRM, analytical, and leadership skills are essential.