Lead Customer Care Specialist (Manheim)

Cox Communications • Phoenix, AZ

17h • Hybrid

About The Position

The Lead Customer Care Specialist provides leadership and operational support to a team of Customer Care Specialists, ensuring exceptional customer experience across all contact channels. This role combines advanced technical support, and continuous improvement responsibilities. The Team Lead serves as the first point of contact for frontline agents, resolves complex escalations, and partners with cross-functional teams to enhance processes, tools, and training.

Requirements

• High School Diploma/GED and 7 years’ experience in a related field.
• OR any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years’ experience.
• OR 9 years’ experience in a related field.
• May require technical certification or associate degree.
• Extensive customer service experience.
• Requires advanced job proficiency gained through job-related training and broad-based experience.
• Speaks clearly and persuasively in both positive and negative situations; listens and gets clarification; responds well to questions.
• Ability to write clearly and effectively and document activities.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; puts success of team above own interests; able to build morale and group commitments to goals and objectives.
• Independently handles high-level, complex assignments.
• 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

• Leverage and optimize AI-powered tools (chatbots, SMS automation, Genesys PureCloud) to streamline interactions.
• Train team members on effective use of AI tools; monitor performance and provide feedback for enhancements.

Responsibilities

• Lead, coach, and develop Customer Care Specialists to achieve performance goals and quality standards.
• Conduct onboarding and ongoing training sessions; foster a culture of empowerment, accountability, and customer focus.
• Provide advanced technical support and resolve complex or unique customer inquiries, including fraud-related escalations.
• Perform root cause analysis and implement sustainable solutions for recurring issues.
• Analyze customer feedback (e.g., Medallia surveys) and operational trends to identify improvement opportunities.
• Define and lead process improvement initiatives in collaboration with Product, Engineering, QA, and Workforce Management.
• Leverage and optimize AI-powered tools (chatbots, SMS automation, Genesys PureCloud) to streamline interactions.
• Train team members on effective use of AI tools; monitor performance and provide feedback for enhancements.
• Serve as liaison between Customer Care, WFM, QA, and other departments to ensure seamless service delivery.
• Maintain accurate documentation and reporting of customer interactions and team performance metrics.
• 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