Customer Care Specialist II (Manheim)

Cox Communications • Phoenix, AZ

2d • Hybrid

About The Position

This role is for a Customer Care Specialist II at Cox Automotive, located in Phoenix, AZ. The position requires a stable internet connection with the necessary bandwidth. The specialist will manage a high volume of inbound calls, emails, and SMS, identify client needs, research issues, and provide solutions. They will also work across the organization to resolve client requests, communicate how to use customer-facing tools, and become proficient in all platforms, systems, and tools used for record-keeping and data management. The role involves meeting and exceeding quality guidelines and key performance criteria.

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
• 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.
• Must have stable internet connection with required bandwidth.
• Live in Phoenix, AZ.
• Must clear a pre-employment drug test (marijuana not included for this position, but it is a drug-free workplace).

Nice To Haves

• Working knowledge and proficiency with Microsoft Office products.
• Must have flexibility to work evenings, weekends, holidays as required.
• Ability to handle multiple projects/tasks at a time.
• Servant team member with ability to build strong trusted relationships.

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

• Minimum of sixteen hours of paid time off every month.
• Seven paid holidays throughout the calendar year.
• 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