Senior Manager, Customer Care

Cox Enterprises

1d • $101,500 - $169,100 • Remote

About The Position

The Senior Manager of Customer Care leads a team of leaders and front-line team members who work with Manheim clients and operational groups to ensure a high level of client experience. This role works closely with various business partners such as auctions, product & sales teams, and third-party vendors.

Requirements

• BA/BS degree with 8+ years of relevant work experience with at least 3 years’ experience in a management/leadership role; or equivalent combination of education and work-related experience
• BA/BS degree in related field and 10 years related experience with at least 3 years’ experience in a management or lead role; or equivalent combination of education and work-related experience.
• Extensive Contact center and/or client interfacing experience preferred.
• Strong customer service orientation.
• Excellent communication (written and verbal) and interpersonal skills required.
• Ability to foster productive and professional internal and external business relationships.
• Ability to performance manage and coach team.
• Effective management, customer service, and organizational skills required.
• Knowledge of contract and title regulations.
• Experiencing managing team responsible for achieving KPI results in the areas of quality, hold times, and voice of customer survey results.
• Experience managing client escalations to achieve satisfactory resolution.
• Strong computer and software knowledge essential.
• Knowledge of CRC-related systems required (Genesys, Salesforce).
• Ability to sit or stand for prolonged periods of time.
• Ability to perform repetitive tasks.
• Manual dexterity.
• To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
• 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.

Responsibilities

• Review work volumes, plan and continuously monitor staffing levels to ensure efficiency, quality work product, and effective customer service; review departmental performance against key performance indicators and metrics and develop and execute strategies for improvement.
• Assist in administrative operations of the department including establishing work priorities, scheduling workforce, administering attendance policies, resolving problems, etc.
• Partners with managers from Manheim operating locations, Manheim Corporate and other Cox Auto teams to address any issues related to auction customer service.
• Represent the perspective of the client in development of auction, OVE.com, Simulcast and Manheim.com business practices, processes and policies.
• Collaborate with Client Services leadership to ensure optimum levels of service, as well as assist in development and implementation of CS/Cox Automotive projects.
• Analyzes current and past trends in key performance indicators, ensuring processes are in place to address and resolve.
• Monitors performance metrics, including for service delivery and for sales / potential sales, and defines and executes actions to close identified gaps.
• Ensure coaching and training methods are applied to all employees on a consistent basis in order to foster continuous improvement.
• Maintain communication with other departments and management team providing relevant information to coordinate activities of the department and ensure high quality of service to both internal and external clients.
• Participate in operational process development and implementation of projects. Will require knowledge of auction operations, problem solving skills, leadership skills, effective meeting skills, ability to work in groups, and the ability to provide constructive feedback.
• Lead a team of functional leaders and employees responsible for contact center operations performance.
• Maintain and develop assigned staff by ensuring they are recruited, selected, oriented, and trained, and by providing educational opportunities. Counsel and discipline employees as necessary. Plan, monitor and evaluate job performance, and conduct performance appraisals.
• Effectively lead the team at the location by setting an example in behavior, championing Cox/Manheim values and ensuring that all employees are treated with respect.
• Enforce all company policies and procedures related to employee and customer conduct.
• Perform other duties as assigned.

Benefits

• The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members.
• 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: Senior