Customer Care Specialist II

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

Job Description

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).

Job and 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.

Minimum Qualifications:

• High School Diploma/GED and 3 years’ experience in a related field. 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.

Preferred Qualifications:

• Experience working in a contact center metrics driven …