Customer Care Specialist II (Manheim)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Customer Care Specialist II

Management Level

Individual Contributor

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $17.40 - $26.06/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

Introduction:  

The position of Customer Care Specialist II (CCSII) focuses on being the primary customer support for our contact-center.  

Success in this position requires that the CCSII can work independently with little to no supervision. This position requires availability, professionalism, the ability to document interactions while speaking and knowledge of Manheim’s products and services. The CCSII is empowered to make decisions that will eliminate the impedance for our customers to buy and sell cars. This empowerment requires the CCSII to be confident in both the knowledge of the business as well as Manheim’s product offerings.  

The position demands outstanding reliability and follow-through and requires excellent communication skills including telephone and active listening skills, efficient problem-solving and troubleshooting skills, the ability type and talk at the same time, delegate effectively, and excellent organizational skills. The ideal candidate will be a highly self- motivated individual who can work well with little to no supervision and is a reliable, knowledgeable, resourceful, flexible, service-oriented professional.  

What You’ll Do:  

The CCSII will be responsible for following documented processes and working with boundary partners to identify, document and monitor any and all inquiries to create a path to resolution for our clients.  

• Problem Resolution: A big part of maintaining the relationships with existing customers includes problem solving by the CCSII, including consulting with dealers, and educating them about Manheim products and services. As well as assisting with self-service capabilities. Part of this process will include identifying, assessing, and resolving issues and determining who needs communication on these issues.  

• Responsiveness: The CCSII will provide responsive and timely telephone, chat, and email support. The CCSII shall personally act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e., one call/first call resolution).  

 

Additional Responsibilities: 

• The CCSII will have an absolute understanding of those circumstances which may prevent a dealer from buying and selling on Manheim.com, OVE.com, and Simulcast as well as additional platforms that may be used by our clients.    

• The CCSII will be intimately familiar with Client Care escalation partners and how Client Care collaborates with those departments to resolve customer issues.<