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

Hybrid - Ability to work remotely part of the week

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

The CCS II 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. 

 

Problem Resolution: A big part of maintaining the relationships with existing customers includes problem solving by the CCS, including 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. 

 

Responsiveness: The CCS will provide responsive, timely telephone, chat and email support. The CCS 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). In addition, the CCS will also oversee/monitor the resolution to all problems, regardless of delegation to other departments. 

 

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 

Preferred: 

• College degree or equivalent experience preferred. 

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

• Travel – infrequent, but must have flexibility 

• 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 

Drug Testing

To be employed