Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Sr Customer Care Specialist

Management Level

Individual Contributor

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $21.06 - $31.63/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

Dealertrack's TMS Inbound Call Team is looking for a Senior Customer Care Specialist to join our team!

Team members will be responsible for acting at a senior level on behalf of our business partners, as well as being subject matter experts and trainers.This role is remote with the expectation of candidates being able to commute to the office in Wilmington, OH or Sacramento, CA when needed.Schedule: Monday – Friday: 11:30AM – 8:00PM EST

Your Role:

Answer and effectively respond to inbound phone calls via call center applicationsRespond to inquiries on vehicle titling and registration processes for various dealers, state motor vehicle agencies, customers, and clientsMake outbound calls to dealers and state motor vehicle agencies (DMVs) to obtain vehicle title statusUse 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.Assist with report running, workflow monitoring, and assigning outAssist with new hire training, mentoring, and refresher trainingAct as backup to Department Team LeadAssist with Special ProjectsPerform other duties as necessaryAbility to work a flexible schedule as needed, including occasional mandatory overtime

Minimum Qualifications:

High School Diploma/GED and 5 years’ experience in a related field; OR 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 7 years’ experience in a related field Excellent verbal and written communication skills Knowledge of how to operate a PC, telephone, fax, scanner, and photocopier Intermediate knowledge of PC software applications (such as MS Office, Excel, and Outlook) Data entry skills, ability to type 35 WPM or greater with 99.6% accuracy  

What we look for (preferred):

Ten-key skills for payment transactions teamKnowledge of client requirements for DMV and related documents Knowledge of various state DMV forms and their use by the company Knowledge of company proprietary software; knowledge of state abbreviationsAttention to Detail, good Organizational Skills, ability to adapt,Ability to demonstrate consistent accuracy and thoroughness Efficient and timely completion of work Call Center Customer service skillsAbility to multitask and prioritize workload 

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.