Customer Care Specialist II (Autotrader Consumer Support)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Customer Care Specialist II

Management Level

Individual Contributor

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $17.40 - $26.06/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

The application deadline for this role is July 5, 2024

Autotrader, a Cox Automotive brand, is looking for customer-focused problem solvers to join the Customer Operations team! As a Customer Care Specialist II, you will be the voice of Autotrader, providing concierge-level customer service for our Consumer Clients.

You should be tech savvy, adapt easily to change and love making good things happen for other people. You will need a strong desire to learn and be able to leverage your knowledge of products, processes, and technology as a curious investigator, a strong communicator, and a champion for the experience of our Consumer Clients.

Shift Time:

• The hours of operation are 9:00AM – 8:00PM EST (M-F) and Saturdays 9:00AM – 6:00PM EST.
• The selected candidate will be scheduled for an 8-hour shift within this timeframe.
• A schedule will be determined based on business need.

Responsibilities:

• Problem Resolution:  As a Customer Care agent, you will need to be a great listener as you work to troubleshoot and understand issues. You will work to resolve issues upon initial contact (i.e., "first call resolution"), and prevent future issues whenever possible by educating our Clients and reviewing their accounts. You will oversee all problems to resolution, even when delegated to other teams.
• Effective Communication:  You will provide engaging, responsive, timely telephone and email support to Consumer Clients, Sales and other internal team members. You will be the point of contact for the Consumer and/or Sales team member as you keep them informed of the status of open issues while actively working to troubleshoot and resolve them. You will play a role in retention as you communicate collaboratively with Sales to address any Consumer issues.

• AutoTrader.com Knowledge:  Customer Care agents must maintain a strong understanding of the products and services of Autotrader. Adhere to all policies, procedures, and guidelines. Understand the organization (departments, personnel and their responsibilities). Develop or improve on internal systems knowledge.

• Providing Ultimate Service:  As a Customer Care agent you will need to be flexible as you adjust to changing duties and responsibilities as the department and the company evolve.  Additional projects, assignments or responsibilities may be assigned to in order to assist the department/company meet their objectives and providing the Ultimate Service to our Clients.

Minimum Qualifications:

• High School Diploma/GED and 3 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 up to 1 year of experience; OR 5 years’ experience in a related field
• Demonstrated excellence for high quality customer service.
• Strong computer skills, especially proficient in Microsoft Office, Outlook, and other Internet-based tools. 
• Strong understanding of business operations (spreadsheets, trends, data)
• Demonstrated ability to adapt in a changing environment.
• Ability to work flexible hours including until 8 PM EST, overtime, including nights, weekends, and holidays.
• Proven record of multi-tasking and prioritizing competing demands
• Experience working in a contact center metrics-driven environment.
• Strong communication skills and basic computer knowledge
• Ability to operate under tight pressure.

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.

Application Deadline: 07/04/2024 Apply