Customer Support Representative providing face - to - face support in Lloyds and Halifax branches. Opportunities for skill progression and transitions to remote roles.
About the role
- Senior Technical Customer Care Specialist managing client inquiries and overseeing operational processes at Cox Automotive. Responsible for email content development and project management for Business Operations team.
Responsibilities
- Develop and manage multi-lingual email and SMS text communications, utilizing graphics, HTML, CSS, Apache FreeMarker, and other digital assets
- Skilled proficiency in HTML, Cascading Style Sheets (CSS), and Apache FreeMarker
- Graphic design skills with experience in Adobe Creative Cloud applications
- Experience including dynamic field population and HTML/CSS template customization
- Ability to perform quality assurance (QA) testing to ensure accuracy and adherence to company and brand standards and functionality of email and SMS text template components
- Organize and facilitate meetings and working sessions for various projects, ensuring clear communication of project goals and timelines
- Document and escalate issues and enhancements for internal teams' review and resolution, ensuring thorough follow-up
- Partner with team members to ensure timely project completion and deliverables
- Conduct audits to maintain accuracy in data quality, software, processes, and documentation
- Monitor and analyze client feedback, identifying trends and areas for service improvement
- Support change management efforts, ensuring smooth transitions during system updates and new feature deployments
- Assist with risk management initiatives, identifying and mitigating potential issues related to system performance, data and legal integrity, and/or customer satisfaction
- Contribute to the identification and implementation of process improvements that enhance operational efficiency and customer experience
- Perform data entry tasks as required and generate reports from various systems as necessary
- Perform additional duties as needed to support the overall success of the Business Operations team
- Collaborate with internal stakeholders and clients to ensure brand consistency, legal compliance, and compatibility in non-solicitation digital communications
- Communicate updates on new product features and enhancements deployed in production environments to relevant stakeholders
- Provide assistance to internal and external clients via email, ensuring timely and effective resolution of inquiries
- Create PowerPoint presentations, charts, and graphs to communicate insights effectively to stakeholders
- Develop and maintain an internal knowledge base to ensure up-to-date and relevant information is accessible to both clients and internal teams
- Collaborate with cross-functional teams (e.g., Engineering, Product, Support) to resolve complex client issues and improve user experience
Requirements
- 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
- Excellent organizational skills with the ability to manage multiple tasks simultaneously while maintaining high attention to detail
- Strong problem-solving and troubleshooting abilities, with a solution-oriented approach
- Exceptional written and verbal communication skills, with the ability to effectively collaborate with team members across all organizational levels and handle sensitive information with professionalism and discretion
Benefits
- Employees are eligible to receive a minimum of sixteen hours of paid time off every month
- Seven paid holidays throughout the calendar year
- Additional paid time off in the form of bereavement leave
- Time off to vote
- Jury duty leave
- Volunteer time off
- Military leave
- 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)
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