Customer Care Specialist II (Manheim)

Cox Enterprises • Remote - Georgia, GA

5d • $18 - $27 • Hybrid

About The Position

This role involves receiving and responding to customer requests through various channels such as phone, email, chat, and ticketing systems. The specialist will provide Tier 1 support, troubleshoot, and resolve standard and recurring issues related to customer configurations, company software, or other vendor integration points. Additionally, the role includes providing one-on-one training for customers, applying security tools to assess customer records, and documenting inquiries and resolutions. Collaboration with other teams and follow-up with customers are essential for satisfactory issue resolution. The position emphasizes providing an effortless customer experience by actively listening and demonstrating respect and concern.

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
• 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.
• Must be able 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. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

Nice To Haves

• Experience working in the automotive industry preferred.
• Bilingual English-Spanish is preferred.

Responsibilities

• Receive and respond to customer requests through various channels (e.g. phone, email, chat, and ticketing systems).
• Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customer’s configuration, company software, or other vendor integration points.
• Provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.
• Apply appropriate security tools or processes to assess customer records or other electronic information.
• Document customer inquiries, status, and resolution.
• Work across teams when needed and follow up with customers to resolve issues satisfactorily.
• Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.
• Perform related duties as assigned by the supervisor.

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