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Building a better future for this generation and the next.
The Role
Handle inbound calls, chats, and SMS from automotive dealers and auctions to resolve account and service inquiries. Use proprietary software for case management, documentation, and data entry; make outbound calls as needed; escalate complex issues; meet quality and productivity metrics; work a hybrid schedule with occasional mandatory overtime.
Summary Generated by Built In
NextGear Capital, a Cox Automotive brand, is currently looking for a Customer Care Specialist to join our Client Experience Team!
Working in customer care you will handle inbound calls, chats, and SMS messages, regarding accounts and service inquiries from our client base. You will work closely with all internal departments to identify and resolve client concerns. Ideal candidates should be dynamic and ambitious individuals excited to work with our clients.
This is a Hybrid Call Center position. Hours of operation mostly fall inside or between the hours of 9:00 AM - 8:00 PM, EST (Closed Saturday, Sunday, Most Holidays).
Key Responsabilities:
Minimum Requirement & Specialized Knowledge and Skills:
Preferred:
USD 16.59 - 24.86 per hour
Compensation:
Hourly pay rate is in the range of $16.59 - $24.86/hour. The hourly rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience. In addition to the hourly range identified herein, this role is also eligible for an annual incentive/commission target of $0.01.
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
Working in customer care you will handle inbound calls, chats, and SMS messages, regarding accounts and service inquiries from our client base. You will work closely with all internal departments to identify and resolve client concerns. Ideal candidates should be dynamic and ambitious individuals excited to work with our clients.
This is a Hybrid Call Center position. Hours of operation mostly fall inside or between the hours of 9:00 AM - 8:00 PM, EST (Closed Saturday, Sunday, Most Holidays).
Key Responsabilities:
- Receive inbound calls, chats, and SMS messages from Automotive Dealers, Automotive Auctions, and internal clients.
- Answer routine questions, follow guidelines, and use judgment based on experience.
- Staying organized on case management, chats, SMS messages, and service tickets while responding promptly.
- Engage customers and determine how to assist them regarding their Nextgear Capital line of credit.
- Being willing to learn and implement an understanding of automotive titles and consumer loan structure on vehicle loans.
- Build positive customer relationships by asking questions, actively listening, and offering solutions in a considerate and professional manner.
- Provide accurate documentation of client inquiries and report case status and resolution.
- Make outbound calls to dealers and or automotive auctions as needed to help facilitate business needs.
- Refer more complex issues to more senior specialists or management.
- Use company proprietary software for research, case management, data entry, and account follow-up activity.
- Build working relationships with other customer care representatives and other internal departments.
- Follow instructions and maintain workflow standards with integrity.
- Attain production, quality goals, and metric standards such as quality phone interactions and schedule adherence.
- Adhere to all general company policies and procedures regarding attendance and conduct.
- Perform other duties as necessary and can work a flexible schedule as needed, including occasional mandatory overtime between hours ranging from 9 am to 8 pm Eastern time, 8-hour shift.
Minimum Requirement & Specialized Knowledge and Skills:
- Highschool Diploma or GED
- Generally, less than 2 years of experience
- Exhibit's ability to work in a fast-paced and evolving team environment, capable of prioritizing tasks and duties
- Strong verbal and written communication skills with a proven ability to interact clearly with a vast customer base on socioeconomic levels.
- Demonstrates problem-solving and analytical skills with the ability to walk others through complicated processes.
- You must have high-speed internet available in your home and be able to be wired and not on Wi-Fi.
- Knowledge of how to operate a Windows PC, Home Networking Router/Modem basics
- Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes in order to meet business requirements.
- Other duties as needed or required
Preferred:
- Previous Call Center and/or Automotive Industry experience is preferred but not required.
USD 16.59 - 24.86 per hour
Compensation:
Hourly pay rate is in the range of $16.59 - $24.86/hour. The hourly rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience. In addition to the hourly range identified herein, this role is also eligible for an annual incentive/commission target of $0.01.
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
Skills Required
- High School Diploma or GED
- Generally less than 2 years of experience
- Strong verbal and written communication skills
- Problem-solving and analytical skills; ability to walk others through processes
- Ability to work in a fast-paced, evolving team environment and prioritize tasks
- High-speed wired internet access (must be wired, not Wi-Fi)
- Knowledge of how to operate a Windows PC and basic home router/modem networking
- Use company proprietary software for research, case management, data entry, and account follow-up
- Ability to work flexible schedule including occasional mandatory overtime between 9am-8pm ET
- Must be authorized to work in the United States for any employer without sponsorship
- Previous call center and/or automotive industry experience
What the Team is Saying
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Cox Enterprises Compensation & Benefits Highlights
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Healthcare Strength — Healthcare coverage is positioned as robust with multiple medical plan options (PPOs and an HSA‑eligible HDHP), in‑network preventive care at 100%, and expanded mental health and virtual care access. Specialized offerings such as fertility benefits, gender‑affirming care, and wellness programs (e.g., Calm, FitnessOnDemand, Hinge Health) further bolster breadth.
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Retirement Support — The 401(k) program features an enhanced employer contribution for most newer hires—dollar‑for‑dollar matching up to 6% and an automatic 2% contribution after 90 days, with legacy formulas for earlier hire dates. Financial tools and student‑debt support via Candidly deepen long‑term savings support.
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Parental & Family Support — Paid parental leave of eight weeks, adoption assistance (up to $5,000 per adoption), and resources like backup care and childcare discounts are highlighted. Family‑building and caregiving supports (e.g., fertility coverage, Milk Stork, Care.com access) are emphasized across materials.
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The Company
What We Do
Cox Enterprises is a family-owned enterprise spanning 125+ years of innovation. Through our diverse network of businesses, our people are shaping the future with bold thinking, cutting-edge technology and an unwavering commitment to doing what’s right. Across a range of industries — including automotive, agriculture, cleantech, journalism and more — we’re building a better future for this generation and the next. Make your mark at Cox!
Why Work With Us
Founded in 1898, Cox Enterprises is a community of kind, grounded individuals who work together to drive positive change across vital industries. At Cox, employees experience meaningful work, great benefits, work-life balance and a supportive team environment, plus ample opportunities for career growth across our family of businesses.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
Flexible
