Sr Customer Care Specialist (Manheim)

Company Cox Automotive

• USA Job Family Group Customer Care Group Job Profile Sr Customer Care Specialist Management Level Individual Contributor Flexible Work Option Can work remotely but need to live in the specified city, state, or region Travel % Yes, 5% of the time Work Shift Day Compensation Hourly base pay rate is $21.06 - $31.63/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 Applicants must reside within an hour away from our Phoenix location. Will go into Phoenix office 1 time per month.
  
  Key Responsibilities: Become proficient in all knowledge base requirements to resolve clients' needs as efficiently as possible Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy Manage high volume of tasks in a timely and efficient manner Identify client needs, research issue and provide solutions and/or alternatives Build sustainable relationships and engage clients by providing best-in-class service Meet and/or exceed established inbound call quality guidelines and key performance criteria Provide excellent client service and advocacy Work across the organization as needed to resolve client requests Assist clients with the onboarding process by providing status of application and registration process, guidance of next steps, and answer any questions Dispatch available vehicles to clients across all regions on an inbound basis Effectively communicate to the client how to use any of our client facing tools Perform other duties as deemed necessary by management Qualifications High School Diploma/GED and 5 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 3 years' experience; OR 7 years' experience in a related field Preferred Qualifications Minimum of 4 years of customer service experience or the equivalent Auction and/or logistics/transportation knowledge a strong plus Excellent oral and written communications skills, particularly in a phone or email context Attention to detail and follow-through Demonstrated ability to adapt in a changing environment, Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment Demonstrated experience being a customer-focused, service-oriented professional 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 the calendar year.
  
  Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave. About Us Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells - or simply uses - cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox.
  
  Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer

• All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.