Sr Customer Care Specialist (Manheim)

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Sr Customer Care Specialist Management Level Individual Contributor Flexible Work Option No remote option; must work at a specified Cox location Travel % No Work Shift Variable Compensation Hourly base pay rate is $22.02 - $33.08/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 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. The Sr Operations Concierge will support team members and the broader team with more challenging situations, monitor escalations, and act as a liaison between the Contact Center and other departments within the company. 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 (Information Technology) or Product, or any such Manheim Partners. Consult and maintain relationships with dealers and carriers to educate them about Manheim, Ready and Central Dispatch. May also perform additional duties such as; data analysis, project management, reporting, and training. Travel – Infrequent 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) Willingness to work overtime 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 Hybrid Position Disclaimer: The posting is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. About Cox Automotive: Cox Automotive is a leading provider of vehicle remarketing services and digital marketing and software solutions for automotive dealers and consumers. Cox Automotive, a subsidiary of Atlanta-based Cox Enterprises, includes Manheim, AutoTrader.com, Kelley Blue Book, vAuto, NextGear Capital, and a host of global businesses and brands serving clients such as auto dealers, manufacturers, and financial institutions. Headquartered in Atlanta, Cox Automotive employs 24,000 team members in over 150 locations worldwide. The company partners with more than 40,000 dealers, as well as most major automobile manufacturers, and touches over 67 percent of all car buyers in the U.S. with the most recognized brands in the industry. Cox Automotive unites more than 20 brands in this space, providing an end-to-end solution to transform the way people buy and sell cars every day. 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, 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 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. 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 world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s 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, there’s no challenge too great for our pioneers. And there’s 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.