Customer Care Specialist II (Manheim)

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 $18.17 - $27.31/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 candidates 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 Customer Care Specialist II plays an advanced mid-level role in assisting customers through various channels, including inbound calls, support ticketing systems, and established customer engagement. They focus on developing and maintaining positive relationships with customers by addressing inquiries related to company products, features, and services. Their responsibilities encompass handling routine customer care tasks with guidance, including responding to customer requests, tracking and documenting issues, troubleshooting basic problems, escalating when needed, coordinating with other teams, and using basic computer and communication skills. While proficient at resolving common and moderately complex concerns independently, they refer complex, unexpected, or recurring issues to internal experts to ensure prompt and effective resolution. Customer Care Specialist II serves as experienced frontline support, delivering exceptional customer service and contributing to overall customer satisfaction. PRIMARY DUTIES/KEY RESPONSIBILITES Receive and respond to customer requests through various channels (e.g. phone, email, chat, and ticketing systems). Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customers configuration, company software, or other vendor integration points. Provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction. Apply appropriate security tools or processes to assess customer records or other electronic information. Document customer inquiries, status, and resolution. Work across teams when needed and follow up with customers to resolve issues satisfactorily. Provide effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern. Perform related duties as assigned by the supervisor. REQUIRED EXPERIENCE & SPECIALIZED KNOWLEDGE AND SKILLS High School Diploma/GED and 3 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 up to 1 year of experience; OR 5 years experience in a related field Schedule must have flexibility to work evenings, weekends, holidays as required. Multi-task and prioritize required. Ability to handle multiple projects/tasks at a time. Understand foundational levels of computers and technology; internet, email. Excellent oral and written communications skills, particularly in a phone or email context. Experience working in a contact center metrics driven environment. Strong communication skills and basic computer knowledge. Ability to operate under tight pressure. Experience working in the automotive industry preferred. Applicants will need to reside within driving distance to one of our locations: Statesville, NC, Bordentown, NJ, Matteson, IL, Euless, TX, Tolleson, AZ, Ocoee, FL, Riverside, CA, or Atlanta, GA. Drug Testing To be employed in this role, youll 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, and parental 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 individuals 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. EOE, including disability/vets Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future. Cox brings together the worlds greatest minds to help breathe life into new possibilities and drive innovation for a better future. Thats why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the worlds biggest challenges. Our people love technology and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, theres no challenge too great for our pioneers. And theres no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.