Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Customer Care Specialist II

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 $20.87 - $31.25/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

Autotrader Private Seller Exchange (Cox Automotive) is actively disrupting the peer-to-peer (P2P) car sales market by providing our unique method to the private car sales approach that saves buyers and sellers time and money. Our mission to provide the best online car sales experience is excelling and we’re looking for new team members to help our mission!  

We are seeking an energized and motivated individual to join our team. You will work alongside like-minded goal-oriented individuals and teams to drive our mission.

Position Overview: As a Customer Care Specialist II in the Direct Offer department, you will provide top-tier account management support to our consumer vehicle sellers. Your role will involve interacting with potential customers through various channels, accurately reviewing and documenting vehicle conditions, and managing vehicle history checks. You will also guide sellers through transaction processes, coordinate with transport companies, and ensure post-transaction follow-ups. Additionally, you will maintain and organize internal records, ensuring compliance with company policies and regulatory requirements.

Primarily remote, but flexibility to come into the office may be required.

Responsibilities: 

Customer Interaction: Engage with potential customers via phone, chat, or email, providing exceptional support and addressing inquiries. 

Intake Review: Accurately review and document intake requests for the wholesale department, including the exterior, interior, and mechanical condition of vehicles. 

Vehicle History: Conduct comprehensive background checks on vehicle histories to ensure accurate information. 

Transaction Guidance: Assist sellers in navigating the steps required to complete their transactions efficiently. 

Coordination: Collaborate with third-party transport companies to arrange customer pickup or drop-off. 

Post-Transaction Follow-Up: Ensure all necessary paperwork is collected and processed following vehicle pickup or drop-off. 

Database Management: Maintain and update internal records to ensure accurate and organized documentation. 

Special Projects: Support special projects and other tasks as assigned by management. 

Required Qualifications: 

High School Diploma/GED and 5 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 3 years’ experience; or 5 years’ experience in a related field. 

Strong familiarity with Microsoft 365.

Strong CRM experience.  

Must be comfortable on phones, and live chat and possess a high aptitude for technology.   

Preferred Qualifications: 

Prior automotive experience (wholesale or retail) is preferred but not required.  

Prior experience with vehicle titling is preferred but not required. 

Salesforce experience is preferred but not required. 

A notary license is preferred but not required. 

Strong organizational skills with the ability to manage multiple tasks and meet deadlines. 

Positive attitude, strong interpersonal skills, and exceptional customer service abilities. 

Capability to work both independently and as part of a team. 

Proficiency in using various computer functions and office equipment. 

Professional demeanor and the ability to handle various situations with a pleasant attitude. 

Ability to work effectively with diverse individuals and teams. 

 

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.