Company
Cox Automotive - USA
Job Family Group
Customer Care Group
Job Profile
Customer Care Specialist II
Management Level
Individual Contributor
Flexible Work Option
Hybrid - Ability to work remotely part of the week
Travel %
No
Work Shift
Day
Compensation
Hourly base pay rate is $17.40 - $26.06/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Job Description
The position of Customer Care Specialist II (CCSII) focuses on being the primary customer support for our contact-center.
Success in this position requires that the CCSII can work independently with little to no supervision. This position requires availability, professionalism, the ability to document interactions while speaking and knowledge of Manheim's products and services. The CCSII is empowered to make decisions that will eliminate the impedance for our customers to buy and sell cars. This empowerment requires the CCSII to be confident in both the knowledge of the business as well as Manheim's product offerings.
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 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.
What You'll Do:
The CCSII will be responsible for following documented processes and working with boundary partners to identify, document and monitor any and all inquiries to create a path to resolution for our clients.

• Problem Resolution: A big part of maintaining the relationships with existing customers includes problem solving by the CCSII, including consulting with dealers, and educating them about Manheim products and services. As well as assisting with self-service capabilities. Part of this process will include identifying, assessing, and resolving issues and determining who needs communication on these issues.

• Responsiveness: The CCSII will provide responsive and timely telephone, chat, and email support. The CCSII shall personally act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e., one call/first call resolution).

Additional Responsibilities:

• The CCSII will have an absolute understanding of those circumstances which may prevent a dealer from buying and selling on Manheim.com, OVE.com, and Simulcast as well as additional platforms that may be used by our clients.

• The CCSII will be intimately familiar with Client Care escalation partners and how Client Care collaborates with those departments to resolve customer issues.

• The CCSII may be responsible for providing "floor support".

• The CCSII may be responsible for processing emails effectively and professionally.

Qualifications:
Minimum:

• High School Diploma/GED and 3 years' experience in a related field.

• OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience;

• OR 5 years' experience in a related field
• Bilingual in English and Spanish required

Preferred:

• College degree or equivalent experience preferred.

• Minimum of 2 years of Call center and/or client interfacing experience

• Travel - infrequent, but must have flexibility

• Schedule - must have flexibility to work evenings, weekends, holidays as required

• Multi-task and prioritize required. Ability to handle multiple projects/tasks at a time.

• Understand foundational levels of computers and technology; 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 preferred

This position offers a hybrid work schedule.
Drug Testing
To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
Benefits
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
About Us
Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells - or simply uses - cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. 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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.