Customer Care Specialist I (Manheim)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Customer Care Specialist I

Management Level

Individual Contributor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $16.59 - $24.86/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 Customer Care Specialist I serves as a frontline contact for customers through multiple communication channels. They establish and maintain positive customer relationships by addressing inquiries related to products, services, and account needs. Their responsibilities include handling routine customer care tasks with guidance, including responding to customer requests, tracking and documenting issues, troubleshooting basic problems, escalating when needed, coordinating with other teams, and using basic computer and communication skills. While capable of managing routine matters independently, they escalate complex or recurring issues to appropriate resources. The Customer Care Specialist I delivers quality customer service and contributes to overall customer satisfaction.

PRIMARY DUTIES/KEY RESPONSIBILITES

• Receive and respond to customer requests through various channels (e.g. phone, email, chat, and ticketing systems).
• Listen actively to customers and demonstrate professionalism in all interactions.
• Troubleshoot and resolve standard technical and account-related issues.
• Escalate complex issues to appropriate internal teams or specialists.
• Document customer interactions, issues, and resolutions in company systems.
• Follow security protocols when accessing customer information.
• Collaborate with internal teams to ensure timely issue resolution.
• Support customer education and training as needed.
• Maintain customer relationships through quality service delivery. · Perform related duties as assigned by the supervisor.

Required Experience & Specialized Knowledge and skills

• High School Diploma/GED
• Generally less than 2 years of experience in related field.
• Schedule – must have flexibility to work evenings, weekends, holidays as required.
• Multi-task and prioritize required. Ability to handle multiple projects/tasks at a time.
• Understand foundational levels of computers and technology, internet, email.
• Excellent oral and written communications skills, particularly in a phone or email context.
• Experience working in a contact center metrics driven environment.
• Strong communication skills and basic computer knowledge.
• Ability to operate under tight pressure.
• Experience working in the automotive industry
• Bilingual English-Spanish is 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, and parental 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.

EOE, including disability/vets

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.