Customer Care Specialist I (Manheim)
About The Position
General Responsibilities: The CCR will 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. Maintaining relationships with existing customers includes problem solving by the CCR, by consulting with dealers and educating them about Manheim and ancillary partners. Part of this process will include identifying, assessing and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product, or any such Manheim Partners. May work across other departments to train on resolving different client issues. The CCR will provide responsive, timely telephone, chat and email support. The CCR shall personally 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 internally vs. transfer or provide other contacts). The CCR will also oversee/monitor the resolution to all problems, regardless of delegation to other departments.
Requirements
- High School Diploma/GED
- Generally, less than 2 years of experience
- 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
- Schedule – must have flexibility to work evenings, weekends, holidays as required
- Drug Testing To be employed in this role, you’ll need to clear a pre-employment drug test.
- Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Nice To Haves
- Minimum of 2 years of Call center and/or client interfacing experience
Responsibilities
- Partner with all parties informed of the status of open issues
- 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.
- Maintaining relationships with existing customers includes problem solving by the CCR, by consulting with dealers and educating them about Manheim and ancillary partners.
- Identifying, assessing and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product, or any such Manheim Partners.
- May work across other departments to train on resolving different client issues.
- Provide responsive, timely telephone, chat and email support.
- Personally 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 internally vs. transfer or provide other contacts).
- Oversee/monitor the resolution to all problems, regardless of delegation to other departments.
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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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
