What are the responsibilities and job description for the Customer Care Specialist II position at Cox Automotive?
The position of Client Service Rep entails being the primary customer support for our contact center. This position is metrics-driven with performance goals based on quality and efficiency. Successful candidates will be able to receive coaching regarding problem resolution and client experience while striving for timely issue resolution.
The position demands outstanding reliability and follow-through and requires excellent communication skills including telephone and active listening skills, efficient problem-solving and troubleshooting skills, the ability to type and talk at the same time, delegate effectively, and excellent organizational skills. The ideal candidate will be a highly self-motivated individual who can work well with little to no supervision and is a reliable, knowledgeable, resourceful, flexible, service-oriented professional.
Key Responsibilities:
- Partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document, and monitor any and all exceptions to the standard processes to create a list of best practices.
- Consulting with dealers and educating them about Manheim and ancillary partners.
- May work across other departments to train on resolving different client issues.
- Provide responsive, timely telephone, chat and email support.
- Act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle it internally vs. transfer or provide other contacts).
- Oversee/monitor the resolution to all problems, regardless of delegation to other departments.
- High School Diploma or GED required#CD# College degree or equivalent experience preferred
- Schedule must have the flexibility to work evenings, weekends, and holidays as required
- Multi-task and prioritization skills are required. Ability to handle multiple projects/tasks at a time.
- Understand foundational levels of computers and technology#CD# internet, email
- Excellent oral and written communications skills, particularly in a phone or email context.
- Experience working in a contact center metrics-driven environment
- Strong communication skills and basic computer knowledge
- Ability to operate under tight pressure
- Experience working in the automotive industry
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What’s more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today!
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Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
