Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Sr 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 $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

The Senior Logistics Concierge Specialist in the Contact Center will be backup to the Lead Customer Care Specialist and assist the Customer Care Specialist II in providing exemplary customer service to our customers, clients, and vendors while meeting and exceeding department metrics. The Senior Logistics Concierge Specialist will assist with supporting team members and the broader team with more challenging situations, monitor escalations, and function as a liaison between the Contact Center and other departments within the company.

What You'll Do

Proficient in all knowledge base requirements.Manage high volume of inbound calls, emails and SMS.Identify client needs, research issues and provide solutions and/or alternatives.Meet and/or exceed quality guidelines and key performance criteria.Work across the organization as needed to resolve client requests.Effectively communicate how to use any of our customer facing tools.Perform other tasks and duties as requested by management.Serve as secondary escalation point for CCS needing assistance with escalated customer requests.Consult supervisor as needed for problem/complex request resolutions.Provide input for improvements, diagnostic tools and process changes.Monitor queues to proactively look for trends, changes and potential issues.Serve as a backup to lead by identifying, assessing and resolving issues; refer unresolved customer conflicts to designated departments for further investigation, including central functions such as IT or Product, or any such Manheim Partners.Consult and maintain relationships with shippers and carriers and educate them about Central Dispatch, Ready and Manheim as needed.Friendly and professional tone and demeanor

Skills:

Excellent oral and written communications skills, particularly in a phone, email or chat context.Attention to detail and follow-through.Demonstrated ability to adapt in a changing environment.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 M-F 5 to 3) Willingness to work overtime.Demonstrated experience being a customer-focused, service-oriented and professional.

Minimum Qualifications:

High School Diploma / GED Required5 years experience with customer service and/or call center

Preferred Qualifications:

5 years automotive industry and/or logistics experience preferred.Servant team member with ability to build strong trusted relationships.

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.