Customer Care Specialist I (NextGear Capital)

Cox Enterprises•Carmel, IN

47d•$16 - $24•Hybrid

About The Position

NextGear Capital, a Cox Automotive brand, is currently looking for a Customer Care Specialist to join our Client Experience Team! Working in Customer Care you will handle inbound calls, chats, and SMS messages regarding accounts and service inquiries from our client base. You will work closely with all internal departments to identify and resolve client concerns. Ideal candidates should be dynamic and ambitious individuals excited to work with our clients. This is a Hybrid Call Center position working remotely 3 days per week/ 2 days in office. Current Schedule: Monday-Friday 10:00am - 6:30pm. (Initial training hours may differ)

Requirements

High School Diploma/GED
Generally, less than 2 years of experience
Exhibit's ability to work in a fast-paced and evolving team environment, capable of prioritizing tasks and duties
Strong verbal and written communication skills with a proven ability to interact clearly with a vast customer base on socioeconomic levels.
Demonstrates problem-solving and analytical skills with the ability to walk others through complicated processes.
You must have high-speed internet available in your home and be able to be wired and not on WiFi.
Knowledge of how to operate a Windows PC, Home Networking Router/Modem basics

Nice To Haves

Previous Call Center and/or Automotive Industry experience highly preferred.
College Degree or equivalent financial or automotive industry experience

Responsibilities

Receive inbound calls, chats, and SMS messages from Automotive Dealers, Automotive Auctions, and internal clients.
Answer routine questions, follow guidelines, and use judgment based on experience.
Staying organized on case management, chats, SMS messages, and service tickets while responding promptly.
Engage customers and determine how to assist them regarding their Nextgear Capital line of credit.
Being willing to learn and implement an understanding of automotive titles and consumer loan structure on vehicle loans.
Build positive customer relationships by asking questions, actively listening, and offering solutions in a considerate and professional manner.
Provide accurate documentation of client inquiries and report case status and resolution.
Make outbound calls to dealers and or automotive auctions as needed to help facilitate business needs.
Refer more complex issues to more senior specialists or management.
Use company proprietary software for research, case management, data entry, and account follow-up activity.
Build working relationships with other customer care representatives and other internal departments.
Follow instructions and maintain workflow standards with integrity.
Attain production, quality goals, and metric standards such as quality phone interactions and schedule adherence.
Adhere to all general company policies and procedures regarding attendance and conduct.
Perform other duties as necessary and can work a flexible schedule as needed, including occasional mandatory overtime between hours ranging from 9 am to 8 pm Eastern time, 8-hour shift.

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, and parental leave.
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).

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