Customer Care Specialist I, Cox Enterprises

Customer Care Specialist I

Cox Enterprises

Location:

United States, Euless, Texas

Category:

Customer Service

Contract Type:

Employment contract

Salary:

16.15 - 24.23 USD / Hour

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Job Description:

Join our team of collaborative problem-solvers as we answer questions, resolve issues and sell solutions that keep customers smiling. The CCR will partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions to the standard processes to create a list of best practices. Maintaining relationships with existing customers includes problem solving by the CCR, by consulting with dealers and educating them about Manheim and ancillary partners. Part of this process will include identifying, assessing and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product, or any such Manheim Partners. May work across other departments to train on resolving different client issues. The CCR will provide responsive, timely telephone, chat and email support. The CCR shall personally act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts). The CCR will also oversee/monitor the resolution to all problems, regardless of delegation to other departments.

Job Responsibility:

Partner with all parties informed of the status of open issues
Work closely with escalation partners to identify, document and monitor exceptions to the standard processes
Maintain relationships with existing customers including problem solving
Educate dealers about Manheim and ancillary partners
Identify, assess and resolve issues and determine who needs communication on these issues
Train on resolving different client issues
Provide responsive, timely telephone, chat and email support
Act as the single, point-of-contact for issues from identification through resolution
Oversee/monitor the resolution to all problems

Requirements:

High School Diploma/GED
Generally, less than 2 years of experience
Minimum of 2 years of Call center and/or client interfacing experience
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

Nice to have:

Experience working in the automotive industry

What we offer:

Minimum of sixteen hours of paid time off every month
Seven paid holidays throughout the calendar year
Bereavement leave
Time off to vote
Jury duty leave
Volunteer time off
Military leave
Parental leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
Free access to Care.com
Funds to pay for classes, certifications or school
Free access to Calm + counseling for mental wellbeing

Additional Information:

Job Posted:

March 26, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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