Lead Customer Care Specialist

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Lead Customer Care Specialist

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 $23.17 - $34.81/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

Cox Automotive is hiring for a Lead Customer Care Specialist to join our team remotely!

What You'll Do

• Ensures the highest level of support for problematic customer inquiries.
• Resolves difficult and often unique customer questions and complaints.
• Performs root cause analysis to determine underlying issues and ensure sustainable resolution.
• Serves as liaison between customers, various departments and management.
• Ensures that appropriate records, required reports and related administrative functions are accurate and up-to-date.
• Works with management to understand trends and perform root cause analysis.
• Provides advanced technical support, addressing issues from large CB customers and advising and consulting with team members to help address complex and difficult customer issues.
• Ensures the highest level of support for problematic customer inquiries.
• Resolves difficult and often unique customer questions and complaints.
• Performs root cause analysis to determine underlying issues and ensure sustainable resolution.
• Serves as liaison between customers, various departments and management.
• Ensures that appropriate records, required reports and related administrative functions are accurate and up-to-date.
• Works with management to understand trends and perform root cause analysis of recurring issues and problems.
• Defines and leads the implementation of Customer Care continuous process improvement initiatives.
• Monitors Customer Care trends and recurring issues, working with product, engineering and technical colleagues to recommend and support implementation of improvement initiatives.

Who You Are

Minimum Requirements:

• High School Diploma/GED.
• 7+ years previous clerical or administrative experience required.
• Proficiency in Microsoft Excel required.
• Must be able to operate adding machines and other office equipment (i.e., copier, fax machine, etc.).
• Ability to sit or stand for prolonged periods of time.

Preferred Requirements:

• 9+ years of clerical or administrative experience in the automotive industry preferred.

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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