Customer Care Specialist II (Manheim)

Cox Enterprises

1d • Hybrid

About The Position

This role is for a Customer Care Specialist II at Cox Automotive, located in Manheim. The position is within the Customer Care Group and is an individual contributor role. While the position can be worked remotely, candidates must reside in the specified city, state, or region. The role involves managing a high volume of inbound calls, emails, and SMS, identifying client needs, researching issues, and providing solutions. The specialist will also be responsible for meeting quality guidelines and key performance criteria, collaborating across the organization to resolve client requests, and effectively communicating how to use customer-facing tools. Proficiency in all platforms, systems, and tools used for maintaining records, transactions, documentation, and relevant data is required. The company is transforming the way the world buys, owns, sells, or uses cars through groundbreaking technology and a commitment to stellar experiences.

Requirements

• High School Diploma/GED and 3 years’ experience in a related field.
• OR 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
• 2 years experience with customer service and/or contact center.
• Working knowledge and proficiency with Microsoft Office products.
• Excellent oral and written communications skills, particularly in a phone, email or chat context.
• Attention to detail and follow-through.
• Demonstrated ability to adapt in a changing environment.
• Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment.
• Demonstrated experience being a customer-focused, service-oriented professional.
• Ability to handle multiple projects/tasks at a time.
• Servant team member with ability to build strong trusted relationships.
• Must have stable internet connection with required bandwidth.
• Must have flexibility to work evenings, weekends, holidays as required.
• 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

• 2 years automotive industry and/or logistics experience preferred.
• Bilingual English-Spanish preferred.

Responsibilities

• Proficient in all knowledge base requirements.
• Manage high volume of inbound calls, emails and SMS.
• Identify client needs, research issue and provide solutions and/or alternatives.
• Meet and/or exceed quality guidelines and key performance criteria.
• Work across the organization as needed to resolve client requests.
• Effectively communicate how to use any of our customer facing tools.
• Perform other task and duties as requested by management.
• Become proficient in all platforms, systems, and tools used to maintain carrier/client, records, transactions, documentation and relevant data.

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: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees