Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Lead Customer Care Specialist

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 $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

Key Responsibilities: 

Support the Senior Concierge Team, Concierge 2 and BPO.  

Complete tasks assigned by Supervisors and Managers as directed.   

Participate in special projects as directed by Supervisors and/or Managers.  

Accept agent interactions when the queue needs support on any channel.  

Participate in Gemba meetings and strategy sessions.   

Training on material as needed or as directed by Supervisors or Management   

Communicate with Peers and Supervisor for strategy and direction regarding business needs.   

Maintain Client/Customer/Vendor relationships as it pertains to business needs.   

Monitor Queues and agent activity to proactively look for trends, changes and potential issues.  

May also perform additional duties such as; data analysis, project management, reporting, training, and other tasks assigned by Supervisors or Managers. 

 

Skills: 

Capable of interacting effectively with clients and vendors as well as managers and peers. 

Working knowledge and proficiency with Microsoft Office applications and Sales Force 

Excellent verbal and written communications and interpersonal skills. Bi-lingual, a plus.  

Effective problem solving and technical troubleshooting skills 

Ability to work independently as well as in a team environment 

Ability to manage multiple projects simultaneously 

Ability to work different shifts (must be available from Mon-Sat 5 AM to 5PM) *Daylight savings may apply   

Willingness to work overtime 

 

Qualifications: 

High School Diploma / GED Required 

5 years experience with customer service and/or call center  

5 years automotive industry and/or logistics experience preferred 

Servant team member with ability to build strong trusted relationships 

 

Work Environment: 

Long periods of sitting or standing in an office environment 

Remote/Hybrid – Must be able to independently manage time and tasks.  

 

Disclaimer: 

The posting is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. 

 

About Cox Automotive:  

Cox Automotive is a leading provider of vehicle remarketing services and digital marketing and software solutions for automotive dealers and consumers. Cox Automotive, a subsidiary of Atlanta-based Cox Enterprises, includes Manheim, AutoTrader.com, Kelley Blue Book, vAuto, NextGear Capital, and a host of global businesses and brands serving clients such as auto dealers, manufacturers and financial institutions. Headquartered in Atlanta, Cox Automotive employs nearly 24,000 team members in over 150 locations worldwide. The company partners with more than 40,000 dealers, as well as most major automobile manufacturers, and touches over 67 percent of all car buyers in the U.S. with the most recognized brands in the industry. Cox Automotive unites more than 20 brands in this space, providing an end-to-end solution to transform the way people buy and sell cars every day. 

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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.