Customer Care Specialist II (Autotrader, Kelley Blue Book)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Customer Care Specialist II

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 $21.25 - $31.92/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

Autotrader (Cox Automotive) is actively disrupting the peer-to-peer (P2P) car sales market by providing our unique method to the private car sales approach that saves buyers and sellers time and money. Our mission to provide the best online car sales experience is excelling and we’re looking for new team members to help our mission!  

We are seeking an energized and motivated individual to join our team. You will work alongside like-minded goal-oriented individuals and teams to drive our mission.

Position Overview: As a Customer Care Specialist II in the Direct Offer department, you will provide top-tier account management support to our consumer vehicle sellers. Your role will involve interacting with potential customers through various channels, accurately reviewing and documenting vehicle conditions, and managing vehicle history checks. You will also guide sellers through transaction processes, coordinate with transport companies, and ensure post-transaction follow-ups. Additionally, you will maintain and organize internal records, ensuring compliance with company policies and regulatory requirements.

This role is mainly remote, with one in-office day per week, subject to change based on business needs. Candidates should live near one of the following office locations: Tacoma, WA; Atlanta, GA

Work Shift: Monday -Friday 9:00am-5:30pm (local time)

Responsibilities: 

• Customer Interaction: Engage with potential customers via phone, chat, or email, providing exceptional support and addressing inquiries. 

• Intake Review: Accurately review and document intake requests for the wholesale department, including the exterior, interior, and mechanical condition of vehicles. 

• Vehicle History: Conduct comprehensive background checks on vehicle histories to ensure accurate information. 

• Transaction Guidance: Assist sellers in navigating the steps required to complete their transactions efficiently. 

• Coordination: Collaborate with third-party transport companies to arrange customer pickup or drop-off. 

• Post-Transaction Follow-Up: Ensure all necessary paperwork is collected and processed following vehicle pickup or drop-off. 

• Database Management: Maintain and update internal records to ensure accurate and organized documentation. 

• Special Projects: Support special projects and other tasks as assigned by management. 

Qualifications:

Minimum-

​

• 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

• Strong familiarity with Microsoft 365

• Strong CRM experience.  

• Must be comfortable on phones, and live chat and possess a high aptitude for technology.   

Preferred-

• Prior automotive experience (wholesale or retail) is preferred but not