Hybrid Senior Customer Care Specialist

at Cox Enterprises

• Job title: Senior Customer Care Specialist
• Job type: Full Time
• Experience level: Senior
• Salary: $21 - $32 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, United States

About the role

• Customer Care Specialist providing best-in-class client service and managing tasks efficiently at Cox Automotive. Role requires living in Georgia or Arizona due to hybrid work model.

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 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.

Requirements

• High School Diploma/GED and 5 years' experience in a related field.
• The right candidate can 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.
• 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.
• To be employed in this role, you’ll need to clear a pre-employment drug test.

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, and parental leave.
• Health care insurance (medical, dental, vision)
• Retirement planning (401(k))
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)