United States onlyCompany
Cox Automotive - USAJob Family Group
Customer Care GroupJob Profile
Sr Customer Care SpecialistManagement Level
Individual ContributorFlexible Work Option
Can work remotely but need to live in the specified city, state, or regionTravel %
NoWork Shift
DayCompensation
Hourly base pay rate is $21.49 - $32.26/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
Key Responsibilities:
- Become proficient in all knowledge base requirements to resolve clients’ needs as efficiently as possible
- Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data
- Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy
- Manage high volume of tasks in a timely and efficient manner
- Identify client needs, research issue and provide solutions and/or alternatives
- Build sustainable relationships and engage clients by providing best-in-class service
- Meet and/or exceed established key performance criteria
- Provide excellent client service and advocacy
- Work across the organization as needed to resolve client requests
- Assist clients with the onboarding process by providing status of application and registration process, guidance of next steps, and answer any questions
- Dispatch available vehicles to clients across all regions on an inbound basis
- Effectively communicate to the client how to use any of our client facing tools
- Perform other duties as deemed necessary by management
Qualifications
- High School Diploma/GED and 5 years' experience in a related field.
- OR the right candidate can also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years' experience; OR 7 years' experience in a related field.
- Auction and/or logistics/transportation knowledge a strong plus
- Excellent oral and written communications skills, particularly in a phone or email context
- Attention to detail and follow-through
- Demonstrated ability to adapt in a changing environment,
- Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment
- Demonstrated experience being a customer-focused, service-oriented professional
