United States onlyCompany
Cox Automotive - USAJob Family Group
Customer Care GroupJob Profile
Customer Care Specialist IIManagement Level
Individual ContributorFlexible Work Option
Can work remotely anywhere in the specified countryTravel %
NoWork Shift
DayCompensation
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
At Cox Automotive we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world.
Come build a better future with us at Dealertrack, as we are hiring a remote Customer Care Specialist II for our Client Service Group.
• Reply to email messages, faxes and service tickets.
• Engage customers and determine how to assist them.
• Answer and effectively respond to inbound phone calls via call center applications.
• Respond to inquiries on vehicle titling and registration processes for various dealers, state motor vehicle agencies, customers and clients.
• Make outbound calls to dealers and state motor vehicle agencies (DMVs) to obtain vehicle title status.
• Process applications for duplicate vehicle titles, payments or changes to vehicle titles.
• Use company proprietary software for research, data entry, and account follow-up activity.
• Follow instructions and maintain workflow standards.
• Attain production and quality goals.
• Adhere to all company policies and procedures.
Job Summary:
Under general supervision, the primary functions of the Customer Care Specialist II could include the following:
• Reply to email messages, faxes and service tickets.
• Engage customers and determine how to assist them.
• Answer and effectively respond to inbound phone calls via call center applications.
• Respond to inquiries on vehicle titling and registration processes for various dealers, state motor vehicle agencies, customers and clients.
• Make outbound calls to dealers and state motor vehicle agencies (DMVs) to obtain vehicle title status.
• Process applications for duplicate vehicle titles, payments or changes to vehicle titles.
• Use company proprietary software for research, data entry, and account follow-up activity.
• Follow instructions and maintain workflow standards.
• Attain production and quality goals.
• Adhere to all company policies and procedures.
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies: Customer Service – Responds promptly to customer needs, responds to requests for service and assistance, solicits customer feedback to improve service, and meets commitments.
Detail Orientation – Pays close attention to detail and possesses good organizational skills.
Verbal Communication – Speaks clearly and persuasively in positive or negative situations, listens and gets clarification, and responds well to questions.
Written Communication – Reads and interprets written information, writes clearly, effectively presents ideas, and accurately documents activities.
Teamwork – Balances team and individual responsibilities, exhibits objectivity and openness to others’ views, provides and welcomes feedback, puts the team’s success above their own interests, builds the team’s morale, contributes to meeting the team’s goals and objectives, and participates in team meetings.
Adaptability – Adjusts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; and adapts to frequent change, delays or unexpected events.
Quality – Monitors their own work to ensure quality and demonstrates accuracy and thoroughness. Quantity – Completes work in a timely manner and works quickly.
Organizational Support – Follows policies and procedures, completes administrative tasks correctly and on time, and supports the organization’s goals and values.
Orderly – Keeps work area clean and organized to ensure compliance with safety and security policies.
Decision Making – Displays a willingness to make decisions, exhibits sound and accurate judgment, includes the appropriate people in the decision-making process, makes timely decisions, and provides reasoning for decisions.
Problem Solving – Identifies problems, gathers information, and analyzes the information skillfully to resolve problems in a timely manner.
Multi-tasking –Prioritizes workload and handles multiple tasks while producing quality results. Interpersonal Skills – Communicates with others in a warm and helpful manner while simultaneously building credibility and rapport.
Minimum Qualifications:
- High School diploma, GED, or equivalent work experience.
- Generally, less than 2 years of experience
- One year of experience in a customer service position.
- Verbal and written communication skills.
- Knowledge of how to operate a PC, telephone, fax, scanner and photocopier. Intermediate knowledge of PC software applications (i.e., MS Office, Excel and Outlook).
- Data entry skills required, ability to type 35 WPM or greater at 99.6% accuracy Ten-key skills preferred for payment transactions team.
What We Look For (Preferred):
- Knowledge of client requirements for DMV and related documents
- Knowledge of various state DMV forms and their usage by the company
- Knowledge of company proprietary software
- Knowledge of state abbreviations
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
