Bilingual Customer Care Specialist I (Manheim)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Customer Care Specialist I

Management Level

Individual Contributor

Flexible Work Option

No remote option; must work at a specified Cox location

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $15.87 - $23.75/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

Job Summary:

The position of Bilingual Customer Care Representative entails being the primary customer support for our contact-center. Success in this position requires that the CCR is able to work independently with little to no supervision to provide immediate availability, be professional, provide documentation within our systems and be knowledgeable of Manheim’s products and services. The CCR is empowered to make decisions that will eliminate impedance for our customers to buy cars. This empowerment requires the CCR to be confident in both the knowledge of the business as well as Manheim’s product offerings.

General Responsibilities:

• The CCR will partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions to the standard processes to create a list of best practices.
• Maintaining relationships with existing customers includes problem solving by the CCR, by consulting with dealers and educating them about Manheim and ancillary partners.
• Part of this process will include identifying, assessing and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product, or any such Manheim Partners.
• May work across other departments to train on resolving different client issues.
• The CCR will provide responsive, timely telephone, chat and email support. The CCR shall personally act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts).
• The CCR will also oversee/monitor the resolution to all problems, regardless of delegation to other departments.

Minimum Qualifications:

• High School Diploma/GED
• Generally, less than 2 years of experience
• Bilingual in Spanish and English 

Preferred Qualifications: 

• Minimum of 2 years of Call center and/or client interfacing experience  

• 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  

Work Environment:

Moderate noise level. Frequent exposure to outdoor weather conditions.

Disclaimer:

The posting is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

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 e