Customer Care Specialist II (Manheim)

PRIMARY DUTIES/KEY RESPONSIBILITIES

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 customer’s 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. Bilingual English-Spanish is preferred #J-18808-Ljbffr Cox Enterprises