Customer Care Specialist II (Manheim)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Customer Care Specialist II

Management Level

Individual Contributor

Flexible Work Option

No remote option; must work at a specified Cox location

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 position of Customer Care Specialist II (CCS II) focuses on being the primary customer support for our inbound contact center.

• This position requires developing and maintaining positive relations with clients, ability to document interactions with customers while addressing issues and providing resolutions, and knowledge of Manheim’s products and services. The CCS II is empowered to make decisions that will eliminate the impedance for our customers to buy and sell cars. This empowerment requires the CCS II to be confident in both the knowledge of the business as well as Manheim’s product and service offerings.
• This position demands outstanding reliability and follow-through and requires excellent communication skills including established customer engagement, telephone, active listening, efficient problem-solving and troubleshooting skills, the ability to type and talk at the same time, and excellent organizational skills. The ideal candidate will be a highly self- motivated individual who can work under moderate supervision, seeking advice from the Lead/Supervisor as required. We seek candidates that are reliable, knowledgeable, resourceful, flexible, and customer service oriented.

What You’ll Do:

The CCS II will be responsible for following documented processes and working with boundary partners to identify, document, and monitor all inquiries to create a path to resolution for our clients.

• Problem Resolution: A big part of maintaining the relationships with existing customers includes problem solving by the CCS II, including consulting with dealers, educating them about Manheim products and services, assisting with self-service capabilities. Part of this process will include identifying, assessing, and resolving problems and determining who needs communication on these issues.
• Responsiveness: The CCS II will provide responsive and timely telephone, chat, SMS, and email support. The CCS II shall personally act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e., one call/first call resolution).

Additional Responsibilities:

• The CCS II will have an absolute understanding of those circumstances which may prevent a dealer from buying and selling on Manheim.com, OVE.com, and Simulcast as well as additional platforms that may be used by our clients.   
• The CCS II will be intimately familiar with Client Care escalation partners and how Client Care collaborates with those departments to resolve customer issues.
• The CCS II may be responsible for providing “floor support” or assistance with questions and answers from other team members.
• The CCS II is responsible for processing emails and professional manner.
• Works across the organization, through the escalation process and by bringing in process / technical expertise where necessary to address customer needs.

Required: 
•    High School Diploma or GED required and 3+ years’ experience in area of responsibility.
•    Schedule – must have flexibility to work evenings, weekends, and holidays as required.
•    Ability to multitask and work with multiple systems simultaneously. 
•    Excellent oral and written communication skills, particularly in a phone or email context.

•    Strong communication skills and basic computer knowledge. 

Preferred:
•    Experience working in a contact center metrics-driven environment.
 •    Meeting quarterly departmental scorecard metrics requirements.

•    College degree or equivalent experience preferred. 
•    Minimum of 1 year of contact center experience preferred.
•    Travel – infrequent but must have flexibility. 
•    Understand foundational levels of computers and technology, internet, and email. Previous troubleshooting skills preferred. 
•    Experience working in the automotive industry

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.

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