Customer Care Specialist I (Private Seller Exchange)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Customer Care Specialist I

Management Level

Individual Contributor

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

No

Work Shift

Variable

Compensation

Hourly base pay rate is $16.15 - $24.23/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

Come help us build the ultimate car buying experience in providing support for our Autotrader Private Seller Exchange (PSX).  Our online car buying experience for private sellers and buyers through our Peer to Peer (P2P) platform is a unique car approach to buying and selling with an approach that saves both buyers and sellers time and money. Our mission is to provide the best online car selling, and buying, experience and we’re looking for new team members to grow with us!

Our Customer Care Specialists serve as the backbone to our product’s success and is the keeper of a truly world-class customer experience. You are someone who is passionate and attentive to the needs of both car buyers and sellers as we aim to revolutionize the P2P experience in the automotive industry. You are someone who is curious, detail oriented, and likes a fast-paced environment where there is always something new to learn.

This is a Remote Call Center role: however, candidates must reside in one of the following states: WA, OR, NV or CA.

The hours of operation are Monday-Saturday between 5am-5pm PST and candidates are expected to work any shift within that time zone.  Currently we are looking to fill our Tuesday-Saturday shift for 8:30am-5pm Pacific time zone.

What You’ll Do:

• Your primary function of this role is to oversee the day-to-day inquiries from both buyers and sellers via chat, email, and phone. You can expect to provide top-notch service by:
• Providing top tier account management to support our buyers and sellers through our end-to-end transaction process
• Handle general escalations
• Monitor and manage seller payments to ensure timely and accurate disbursement of funds to sellers 
• Collaborate with team members across departments to drive customer success in closing deals
• Advise customers on purchase options from cash all the way to partner financing, including assisting with payments
• Help arrange test drives
• Review and verify data attached to buyer and seller contracts, including driver’s licenses, titles, and other legal documents to ensure accuracy and compliance, by learning how to process registrations based on state requirements

Qualifications: 

Minimum-

• High School Diploma/GED
• Generally, less than 2 years of experience
• Excellent oral, written, and reading comprehension skills
• Familiarity with Microsoft Office Suite
• Online literacy
• Curiosity and a strong desire to learn

Preferred-

• Comfortable speaking confidently to our buyers and sellers on the phone as you guide them through our processes
• Previous support experience in a customer driven environment, often multi-tasking in solving issues
• Familiarity with the automotive industry
• Comfortable with new technologies in an evolving environment
• Experience with Salesforce and other CRMs
• Self-motivated with the ability to work autonomously in a remote environment
• Spanish language a plus

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 every month and seven paid holidays throughout t