Senior Customer Care Specialist

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Sr Customer Care Specialist

Management Level

Individual Contributor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $22.02 - $33.08/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Job Description

As a Senior Customer Care Specialist, you will handle inbound calls, texts, chats, and emails regarding account and service inquiries about our client’s line of credit. This includes escalation and being able to handle escalated situations professionally. You will work closely with all internal departments to identify and resolve client concerns. Ideal candidates should be dynamic and ambitious individuals excited to work with our clients.

This is a Hybrid Call Center position. Hours of operation mostly fall inside or between the hours of 9:00 AM - 8:00 PM, EST (Closed Saturday, Sunday, Most Holidays).

PRIMARY DUTIES/KEY RESPONSIBILITES

• Receive inbound calls, chats, SMS messages, and emails from Automotive Dealers, Automotive Auctions, and internal clients.

• Answer moderately to highly complex questions, following guidelines and using judgment based on experience.

• Staying organized on case management, email messaging, chats, SMS messages, and service tickets while responding promptly.

• Handle escalated client and auction client inquiries, servicing tickets, and issues.

• Being willing to learn and implement an understanding of automotive titles and consumer loan structure on vehicle loans.

• Build positive customer relationships by asking questions, actively listening, and offering solutions in a considerate and professional manner.

• Make outbound calls to dealers and or automotive auctions as needed to help facilitate business needs.

• Use company proprietary software for research, case management, data entry, and account follow-up activity.

• May provide formal and informal support and training to less experienced team members.

• Represent NextGear Capital Customer Care to other internal departments or other Cox Automotive business units.

• Supports the implementation of continuous process improvement initiatives.

• Provide technical support to all internal and external clients, such as password resets, contact information updates, and website troubleshooting.

• Monitors Customer Care process and procedure documentation within our online database to identify updates, ongoing issues, and areas of concern, reporting to management on findings and improvement opportunities.

• Assist with special projects and initiatives as assigned.

• Attain production and quality goals and metric standards such as quality phone interactions and schedule adherence.

• Adhere to all general company policies and procedures regarding attendance and conduct.

• Be willing, after you are trained, to pay it forward, by mentoring your knowledge to others either in 1 on 1 or classroom settings.

• Perform other duties as necessary and can work a flexible schedule as needed, including occasional mandatory overtime between hours ranging from 9 am till 8 pm Eastern time, 8-hour shift.

Required Experience & Specialized Knowledge and skills

• High school Diploma or GED

• 5 years of relevant professional work experience OR Associate’s, BA/BS Degree + 3 years’ experience

• Exhibit’s ability to work in a fast-paced and evolving team environment, capable of prioritizing tasks and duties

• Strong verbal and written communication (grammar) skills with proven ability to interact clearly with a vast customer base on socioeconomic levels.

• Demonstrates problem-solving and analytical skills with the ability to walk others through complicated processes.

• You must have high-speed internet available in your home and be able to be wired and not on Wi-Fi.

• Knowledge of how to operate a Windows PC, Home Networking Router/Modem basics
• Bilingual is a plus (Spanish)

Drug Testing

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.

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.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells - or simply uses - cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.EOE, including disability/vetsApplicants 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.