Customer Care Specialist I

Cox Enterprises • Statesville, NC

6d • Hybrid

About The Position

The Customer Care Specialist I provides responsive, timely support to customers via phone, chat, and email, acting as a single point-of-contact from issue identification through resolution whenever possible. The CCR partners cross-functionally to track, document, and monitor open issues, communicate status updates, and support continuous improvement by identifying process exceptions and best practices. This is a metrics-driven role requiring strong multitasking, prioritization, and customer relationship skills.

Requirements

• High School Diploma or GED required
• Minimum of 1 years of call center and/or client-facing experience
• Flexibility to work evenings, weekends, and holidays as required
• Ability to multi-task and prioritize in a fast-paced environment
• Foundational knowledge of computers and technology, including internet and email
• Excellent verbal and written communication skills, particularly in phone and email interactions
• Experience working in a metrics-driven contact center environment
• Ability to operate effectively under tight pressure
• Must 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. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

Nice To Haves

• College degree or equivalent experience
• Experience in the automotive industry
• Familiarity with CRM or case management systems

Responsibilities

• Serve as a primary customer contact, delivering timely and professional telephone, chat, and email support.
• Act as the single point-of-contact for customer issues whenever possible, owning issues from identification through resolution rather than transferring.
• Identify, assess, document, and resolve customer issues while ensuring clear communication of next steps.
• Track and manage cases using internal systems, documenting issue details, progress, and outcomes.
• Escalate complex issues appropriately while maintaining ownership and follow-through until resolution.
• Keep customers and internal stakeholders informed on the status of open issues.
• Partner with escalation teams and cross-functional groups such as IT, Product, and Manheim/ancillary partners to resolve issues effectively.
• Identify, document, and monitor exceptions to standard processes and contribute to the development of best practices.
• Maintain and strengthen relationships with existing customers through problem-solving and consultation.
• Educate dealers and customers on Manheim processes and ancillary partner offerings.
• Deliver a professional, customer-first experience that supports retention and satisfaction.
• Collaborate across departments to support training on resolving common client issues.
• Adhere to Customer Care standards, policies, and procedures while contributing to ongoing process improvements.

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.
• health care insurance (medical, dental, vision)
• retirement planning (401(k))
• paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees