Sr Customer Care Specialist (Manheim)

Cox Enterprises • AZ

92d • $21 - $32

About The Position

Cox Automotive is seeking a Senior Customer Care Specialist to join our Customer Care Group. This position is an individual contributor role that allows for flexible work options, including remote work, but candidates must reside in Phoenix or Atlanta as it requires in-office attendance twice a week. The role involves managing client interactions and ensuring high-quality service delivery. The compensation for this position ranges from $21.49 to $32.26 per hour, with potential for additional commission and incentives based on performance.

Requirements

• High School Diploma/GED and 5 years' experience in a related field, or a combination of any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years' experience, or 7 years' experience in a related field.
• Auction and/or logistics/transportation knowledge is a strong plus.
• Excellent oral and written communications skills, particularly in a phone or email 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.

Responsibilities

• Become proficient in all knowledge base requirements to resolve clients’ needs as efficiently as possible.
• Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data.
• Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy.
• Manage high volume of tasks in a timely and efficient manner.
• Identify client needs, research issues, and provide solutions and/or alternatives.
• Build sustainable relationships and engage clients by providing best-in-class service.
• Meet and/or exceed established key performance criteria.
• Provide excellent client service and advocacy.
• Work across the organization as needed to resolve client requests.
• Assist clients with the onboarding process by providing status of application and registration process, guidance of next steps, and answer any questions.
• Dispatch available vehicles to clients across all regions on an inbound basis.
• Effectively communicate to the client how to use any of our client-facing tools.
• Perform other duties as deemed necessary by management.

Benefits

• Minimum of sixteen hours of paid time off every month.
• Seven paid holidays throughout the calendar year.
• Additional paid time off for 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)).
• Flexible vacation/wellness days, and/or PTO.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED