Sr Customer Care Specialist (Manheim)

Company

Cox Automotive - USA

Customer Care Group

Sr Customer Care Specialist

Individual ContributorNo remote option; must work at a specified Cox location

No

Variable

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 Scope: 

The primary responsibilities of the Senior Logistics Concierge in the Contact Center are to assist the Contact Center Representatives and Logistics Concierges in providing exemplary customer service to our customers, clients and vendors while meeting and exceeding department metrics.  The Sr Operations Concierge will support team members and the broader team with more challenging situations, monitor escalations, and act as a liaison between the Contact Center and other departments within the company. 

 

Key Responsibilities: 

• Serve as an escalation point for CCRs needing assistance with more in-depth customer requests. 

• Assist in (or conduct) training CCRs in new products, pricing, services, and processes/procedures 

• Consult supervisor as needed for problem/complex request resolutions.  

• Provide input for improvements, diagnostic tools, and process changes. 

• Monitor queues to proactively look for trends, changes, and potential issues  

• Back log management 

• Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation, including central functions such as IT (Information Technology) or Product, or any such Manheim Partners. 

• Consult and maintain relationships with dealers and carriers to educate them about Manheim, Ready and Central Dispatch. 

• May also perform additional duties such as; data analysis, project management, reporting, and training. 

• Travel – Infrequent 

• Friendly and professional tone and demeanor 

• Can-do attitude, self-starter with a willingness to assist in all functional areas as needed. 

 

Skills: 

• Capable of interacting effectively with clients and vendors as well as managers and peers. 

• Working knowledge and proficiency with Microsoft Office applications and Sales Force 

• Excellent verbal and written communications and interpersonal skills. Bi-lingual, a plus.  

• Effective problem solving and technical troubleshooting skills 

• Ability to work independently as well as in a team environment 

• Ability to manage multiple projects simultaneously 

• Ability to work different shifts (must be available from M-F 5 to 5 and Saturday)  

• Willingness to work overtime 

 

Qualifications: 

• High School Diploma