Job Description
Senior Customer Care Specialist Location Remote in Georgia : Cox Automotive is currently hiring for a Logistics Concierge in the Contact Center are to assist the Contact Center Representatives(CCRs) and Logistics Concierges in providing exemplary customer service to our customers, clients, and vendors while meeting and exceeding department metrics. The Senior 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.
This is a Remote role, but candidates must be comfortable working within the Arizona Time Zone. 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, training.
- Friendly and professional tone and demeanor
Can-do attitude, self-starter with a willingness to assist in all functional areas as needed.
Qualifications : Minimum - High School Diploma/GED and 5 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 3 years' experience; OR 7 years' experience in a related field
- Experience with Escalation Calls in a Customer Service Environment
Working knowledge and proficiency with Microsoft Office applications and Sales Force
Preferred - Experience in logistics in the automotive industry
- Trained in Multi- Channel Communication
Bilingual
About Cox Automotive At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today! About Cox Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today! 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. Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
Job Tags
Full time, Remote job, Currently hiring, Flexible hours,