Customer Care Specialist II (Manheim)

The primary responsibilities of the Customer Care Specialist II in the Contact Center are to provide exemplary customer service to our customers, clients and vendors while meeting and exceeding department metrics. This position may act as a liaison between the Contact Center and other departments within the company. The position demands reliability, follow-through, problem-solving and troubleshooting skills, the ability to type and talk at the same time, and exceptional organizational skills. The ideal candidate will be a highly self-motivated individual who can work well with little to no supervision and is a reliable, knowledgeable, resourceful, flexible, service-oriented professional. CANDIDATE MUST HAVE STABLE INTERNET CONNECTION WITH REQUIRED BANDWIDTH AND LIVE IN PHOENIX, AZ. Key Responsibilities: Proficient in all knowledge base requirements. Manage high volume of inbound calls, emails and SMS. Identify client needs, research issue 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 task and duties as requested by management. Become proficient in all platforms, systems, and tools used to maintain carrier/client, records, transactions, documentation and relevant data. 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. Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment. Demonstrated experience being a customer-focused, service-oriented professional. Qualifications: 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 Preferred: Working knowledge and proficiency with Microsoft Office products. Must have flexibility to work evenings, weekends, holidays as required. Ability to handle multiple projects/tasks at a time. Servant team member with ability to build strong trusted relationships. Work Environment: Remote position with 2 days in office #J-18808-Ljbffr Cox Enterprises