Customer Care Specialist II (Manheim)

Company

Cox Automotive - USA

Customer Care Group

Customer Care Specialist II

Individual ContributorHybrid - Ability to work remotely part of the week

No

Day

Compensation

Hourly base pay rate is $18.17 - $27.31/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.

The Customer Care Specialist II plays an advanced mid-level role in assisting customers through various channels, including inbound calls, support ticketing systems, and established customer engagement. They focus on developing and maintaining positive relationships with customers by addressing inquiries related to company products, features, and services. Their responsibilities encompass handling routine customer care tasks with guidance, including responding to customer requests, tracking and documenting issues, troubleshooting basic problems, escalating when needed, coordinating with other teams, and using basic computer and communication skills. While proficient at resolving common and moderately complex concerns independently, they refer complex, unexpected, or recurring issues to internal experts to ensure prompt and effective resolution. Customer Care Specialist II serves as experienced frontline support, delivering exceptional customer service and contributing to overall customer satisfaction. 

PRIMARY DUTIES/KEY RESPONSIBILITES

• Receive and respond to customer requests through various channels (e.g. phone, email, chat, and ticketing systems).

• Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customer’s configuration, company software, or other vendor integration points.

• Provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.

• Apply appropriate security tools or processes to assess customer records or other electronic information.

• Document customer inquiries, status, and resolution.

• Work across teams when needed and follow up with customers to resolve issues satisfactorily.

• Provide effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.

• Perform related duties as assigned by the supervisor.

REQUIRED EXPERIENCE & SPECIALIZED KNOWLEDGE AND SKILLS

• High School Diploma/GED and 3 years’ experience in a related field.

• OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience;

• OR 5 years’ experience in a related field

• Schedule – must have flexibility to work evenings, weekends, holidays as required.

• Multi-task and prioritize required. Ability to handle multiple projects/tasks at a time.

• Understand foundational levels of computers and technology; internet, email.

• Excellent oral and written communications skills, particularly in a phone or email context.

• Experience working in a contact center metrics driven environment.

• Strong communication skills and basic computer knowledge.

• Ability to operate under tight pressure.

• Experience working in the automotive industry preferred.

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 pos