Key Responsibilities
Customer Support & Issue Resolution
- Serve as a primary customer contact, delivering timely and professional telephone, chat, and email support.
- Act as the single point-of-contact for customer issues whenever possible, owning issues from identification through resolution rather than transferring.
- Identify, assess, document, and resolve customer issues while ensuring clear communication of next steps.
- Track and manage cases using internal systems, documenting issue details, progress, and outcomes.
- Escalate complex issues appropriately while maintaining ownership and follow-through until resolution.
Communication & Cross-Functional Partnership
- Keep customers and internal stakeholders informed on the status of open issues.
- Partner with escalation teams and cross-functional groups such as IT, Product, and Manheim/ancillary partners to resolve issues effectively.
- Identify, document, and monitor exceptions to standard processes and contribute to the development of best practices.
Customer Relationship Management
- Maintain and strengthen relationships with existing customers through problem-solving and consultation.
- Educate dealers and customers on Manheim processes and ancillary partner offerings.
- Deliver a professional, customer-first experience that supports retention and satisfaction.
Continuous Improvement & Knowledge Sharing
- Collaborate across departments to support training on resolving common client issues.
- Adhere to Customer Care standards, policies, and procedures while contributing to ongoing process improvements.
Minimum Qualifications
- High School Diploma or GED required
- Minimum of 1years of call center and/or client-facing experience
- Flexibility to work evenings, weekends, and holidays as required
- Ability to multi-task and prioritize in a fast-paced environment
- Foundational knowledge of computers and technology, including internet and email
- Excellent verbal and written communication skills, particularly in phone and email interactions
- Experience working in a metrics-driven contact center environment
- Ability to operate effectively under tight pressure
Preferred Qualifications
- College degree or equivalent experience
- Experience in the automotive industry
- Familiarity with CRM or case management systems
USD 16.59 - 24.86 per hour
Compensation:
Hourly pay rate is in the range of $16.59 - $24.86/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.
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
What the Team is Saying
Cox Enterprises Compensation & Benefits Highlights
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Retirement Support — Retirement contributions include an enhanced 401(k) with an automatic company contribution plus a dollar‑for‑dollar match, administered by Vanguard. Financial coaching resources and a student‑debt platform integrated with the plan further strengthen long‑term savings support.
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Healthcare Strength — Healthcare coverage offers multiple medical plan options with in‑network preventive care covered at no charge, plus no‑cost virtual mental‑health visits for plan members and access to Calm, Hinge Health, Oshi Health, and a specialty‑medication savings program. Recent enhancements also include supports for menopause and digestive health.
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Parental & Family Support — Family supports include flexible PTO, paid parental leave, fertility coverage via Progyny, adoption assistance, and Care.com access with backup care. Additional resources like Milk Stork and virtual counseling for kids and teens reinforce whole‑family care.
Cox Enterprises Insights
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What We Do
For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking. Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more. As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront. Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
Why Work With Us
At our core, Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning, when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance, live well and achieve your career goals even as they change over time.
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Cox Enterprises Teams
Cox Enterprises Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Every person has different working styles and preferences — and we aim to empower teams to work where they are most comfortable. Some roles require in-person work, but for those that can be performed remotely, we offer flexibility.
