Sr Customer Care Specialist (Manheim)

Senior Logistics Concierge Compensation: hourly base pay $22.02 - $33.08/hour, variable within range based on location, knowledge, skill, and ability. Additional compensation such as commission or incentive may also apply. Job Scope The primary responsibilities of the Senior Logistics Concierge in the Contact Center are to assist the Contact Center Representatives and Logistics Concierges in providing exemplary customer service to our customers, clients and vendors while meeting and exceeding department metrics. Key Responsibilities Serve as an escalation point for CCRs needing assistance with more in‑depth customer requests. Assist in (or conduct) training CCRs in new products, pricing, services, and processes/procedures. 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. Back log management. Identify, assess, and resolve 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 dealers and carriers to educate them about Manheim, Ready and Central Dispatch. Perform additional duties such as data analysis, project management, reporting, and training. Travel – Infrequent. Must have a friendly and professional tone and demeanor. Can‑do attitude, self‑starter with a willingness to assist in all functional areas as needed. 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 M‑F 5 to 5 and Saturday). Qualifications High School Diploma / GED required. 3 years experience with customer service and/or call center. 3 years automotive industry and/or logistics experience preferred. Servant team member with ability to build strong trusted relationships. Work Environment Lengthy periods of sitting or standing in an office environment. 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; 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 Minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. 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. Equal Employment Opportunity Statement Cox is an Equal Employment Opportunity employer. All qualified applicants/employees will receive consideration for employment without regard to their age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, 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. #J-18808-Ljbffr CAI Cox Automotive Corp Svcs., LLC