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

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

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

General Responsibilities:

• The CCS 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 CCS, 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 CCS will provide responsive, timely telephone, chat and email support. The CSR 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 CCS will also oversee/monitor the resolution to all problems, regardless of delegation to other departments.

Qualifications:

Minimum

• High School Diploma or GED required

• Bilingual in both English & Spanish required

• Must live within 1 hr of Tolleson, AZ to commute 1-3 times per month in office

• Must have suitable work from home environment (quiet space, at least 1 GB of high speed internet, etc.) Cox will provide hardware such as laptop, mouse, charger.

• Minimum of 2+ years of call center and/or client interfacing experience required

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

• Ability to deescalate required

• Understand foundational levels of computers and technology, internet, email required

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

• Strong communication skills and basic computer knowledge

• Ability to operate under tight pressure

Preferred

• Degree in related discipline preferred
• Experience in a contact center or industry preferred
• Experience working in the automotive industry preferred

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.

Closing: With more than 20,000 employees in operating locations around the globe, Manheim is the world's largest provider of vehicle remarketing services. In 2010, Manheim handled nearly 10 million used vehicles, facilitating transactions representing more than $50 billion in value. A subsidiary of Atlanta-based Cox Enterprises, Manheim is transforming the wholesale vehicle buying and selling experience through investments in technology and innovative products and services. Manheim markets Manheim Financial Services (MAFS), OVE.com, Total Resource Auctions, Manheim Frontline, Manheim Specialty and Heavy Truck & Equipment, Manheim Consulting and other respected brands to the remarketing industry in 15 countries, including Australia, Turkey and the United Kingdom. Manheim is an Equal Opportunity Employer and a Drug-Free workplace.

Please submit your resume to: http://www.coxenterprises.com/coxcareer/

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 t