Supervisor Technical Client Service

At Cox, we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity to join the Cox family of businesses.

The primary responsibility for the Client Services Supervisor is the direct supervision of the team members assigned to the team – Technical Support.  Additional responsibilities include monitoring and reporting on daily/weekly/monthly objectives (such as service level etc.) and presenting these reports to the Client Service Manager and Executive Management where required.   This position also requires the Supervisor to address escalations that require additional assistance to resolve, as well as work closely with Dealertrack clients to resolve any issues.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Monitors, reports, and makes decisions based on analysis of daily/weekly/monthly data of the incoming requests.  This includes examination of both incoming client issues (voice/email etc.), along with continual review of the frequency and type of escalation cases being created
• Performs supervisory administrative functions for the Client Services department including, but not limited to, time sheet preparation and audit, and presentation of departmental awards, etc.
• Performs examination and analysis of current open cases in Dealertrack’s internal database to ensure that client issues are being addressed and resolved within an appropriate time frame.
• Performs one-on-one formal and informal meetings with team members to address any current concerns they may have, and to address any possible performance issues that may arise.
• Effectively manage our internal escalation processes to ensure our clients issues are addressed in a timely and efficient manner
• Provide Root cause analysis
• Collaborate with team members on problem issues/resolution
• Develop extensive knowledge of DT products
• Work with other team members on various projects contributing to meeting Client Service, Solution Team, and company objectives.

Supervisory Responsibility:

As a supervisor, it is expected that you help your team members grow and support and encourage their development. A supervisor serves as a mentor and advisor to their team. They demonstrate accountability by accepting responsibility for their actions and decisions and demonstrates a commitment to accomplishing work ethically. Supervisors should always act in the best interest of the business and their team members.

We rely on our supervisor team to keep daily operations running smoothly with minimal to no supervision. Supervisors are expected to be available to assist our team members during their weekly shift time, scheduled Saturdays, and scheduled On-Call coverage. The role of a supervisor involves various tasks and projects as well as deadlines that should not be missed. It is vital that supervisors can self-manage their time and prioritize their workload.

Work Environment:

This job operates in an office environment as a technical call center. This role routinely uses standard office equipment such as computers, phones, headsets, photocopiers, and fax machines.  

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of this job, the employee is regularly required to remain in a stationary position for extended periods of time, travel for extended periods of time by air and/or car with exposure to environmental conditions both inside and outside, communicate with clients in person as well as over the phone, and occasionally move about to operate office machinery such as computers, phones, headsets, photocopiers and fax machines.

Travel:

Up to 10% Percent travel

Qualifications:

• High School Diploma/GED and 2 years of related work experience OR an equivalent combination of education and work-related experience.
• A valid U.S. driver’s license

Preferred Education, License and Experience:

• Working knowledge of MS Outlook, Word and Excel
• College degree
• Demonstrate high degree of efficiency, organization and motivation in work habits
• Maintain a professional image so that the Client Services Department can continue to maintain a partnership with the business leaders and other functional groups of DealerTrack.
• Necessary technical skills include, but are not limited to, a knowledgeable background in troubleshooting software and hardware issues
• Capable of interacting effectively with DealerTrack clients, as well as supervisors and peers
• Expertise with MS Office products:  Word, Excel, PowerPoint and Visio
• Understanding of client retention / satisfaction best practices and able to develop related processes
• Comprehensive product knowledge
• Experience with Salesforce CRM and SAP business/accounting software a plus
• Effective communication and presentation skills; Ability to influence others
• Client-focused (internal and external) and has a service delivery excellence orientation
• Excellent time management with the ability to multi-task with minimal guidance
• Ability to make sound decisions in a high-pressure work environment
• Ability to seek root causes for cancellations and proactively/collaboratively to mitigate systemically

Who We Are

About Cox Automotive

There’s nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

About Cox 

We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us.  Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators.  We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation.  We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com.

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.