Bilingual Customer Care Specialist I (NextGear Capital)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Customer Care Specialist I

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 $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

NextGear Capital, a Cox Automotive brand, is currently looking for a Customer Care Specialist I to join our Client Experience Team!

Working in customer care you will handle inbound calls, chats, and SMS messages, regarding accounts and service inquiries from our client base. You will work closely with all internal departments to identify and resolve client concerns. Ideal candidates should be dynamic and ambitious individuals excited to work with our clients.

This is a Hybrid Call Center position. The schedule for this position will be 9:00AM-5:30PM EST (Closed Saturday, Sunday, Most Holidays) including occasional mandatory overtime between hours ranging from 9 am to 8 pm Eastern time, 8-hour shift. Currently, 3 days remote and 2 days in office.

Your role:

• Receive inbound calls, chats, SMS messages, and occasional emails from Automotive Dealers, Automotive Auctions, and internal clients.
• Answer routine to moderately complex questions, following guidelines and using judgment based on experience.
• Staying organized on case management, chats, SMS messages, occasional emails, and service tickets while responding promptly.
• Engage customers and determine how to assist them regarding their Nextgear Capital line of credit.
• Being willing to learn and implement an understanding of automotive titles and consumer loan structure on vehicle loans.
• Build positive customer relationships by asking questions, actively listening, and offering solutions in a considerate and professional manner.
• Provide accurate documentation of client inquiries and report case status and resolution.
• Make outbound calls to dealers and or automotive auctions as needed to help facilitate business needs.
• Refer more complex issues to more senior specialists or management.
• Provide technical support to all internal and external clients, such as password resets, contact information updates, and website troubleshooting.
• Use company proprietary software for research, case management, data entry, and account follow-up activity.
• Build working relationships with other customer care representatives and other internal departments.
• May provide informal support to less experienced team members.
• Follow Supervisor instructions and maintain workflow standards with integrity.
• Attain production and quality goals and metric standards such as quality phone interactions and schedule adherence.
• Adhere to all general company policies and procedures regarding attendance and conduct.
• Perform other duties as necessary and can work a flexible schedule as needed, including occasional mandatory overtime between hours ranging from 9 am to 8 pm Eastern time, 8-hour shift.

Qualifications

Minimum-

• High School Diploma/GED
• Generally, less than 2 years of experience
• Bilingual in Spanish
• Exhibit’s ability to work in a fast-paced and evolving team environment, capable of prioritizing tasks and duties 
• Strong verbal and written communication skills with a proven ability to interact clearly with a vast customer base on socioeconomic levels. 
• Demonstrates problem-solving and analytical skills with the ability to walk others through complicated processes.
• You must have high-speed internet available in your home and be able to be wired and not on WiFi.
• Knowledge of how to operate a Windows PC, Home Networking Router/Modem basics

Preferred-

• Previous Call Center and/or Automotive Industry experience highly preferred.
• College Degree or equivalent financial or automotive industry experience 

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 u