The primary responsibilities of the Lead Client Service Rep in Listing Support are to assist our listing support coordinators in providing exemplary customer service to our customers, clients and vendors. The Listing Support Team Leader will act as team trainer, support team members with more challenging situations, monitor escalations and act as the main liaison between Listing Support and other departments within the company.

Responsibilities:

• Serve as an escalation point for coordinators needing assistance with complex customer requests.
• Conduct quality audits on orders.
• Identify, assess and resolve issues; refer unresolved customer conflicts to designated departments for further investigation, including central functions such as IT or Product, or any such Manheim Partners.
• Consult supervisor as needed for problem/complex request resolutions.
• Provide input for improvements, diagnostic tools and process changes.
• Back log and order queue management
• Monitor and communicate the status of tasks to team members, clients, and customers
• Distribute order and load information to team members
• Determine which loads require listing support intervention based on system status
• Present at metrics at LDM
• May also perform additional duties such as; data analysis, project management, reporting
• Perform other duties as directed by department manager

Qualifications:

• High School Diploma or GED required
• Some college preferred
• Two years contact center, customer service experience and/or data entry
• Capable of interacting effectively with clients as well as managers and peers.
• Working knowledge and proficiency with Microsoft Office applications and Sales Force

• Excellent verbal and written communications and interpersonal skills. Bi-lingual, a plus.
• Must be detail oriented with good judgment and problem solving skills
• Ability to work independently as well as in a team environment
• Ability to manage multiple projects simultaneously
• Ability to work different shifts (must be available from M-F 5 to 5 and Saturday)
• Willingness to work overtime
• Experience working in the automotive industry is a plus
• Can-do attitude, self-starter with a willingness to assist in all functional areas as needed.
• Friendly and professional demeanor

Who We Are

About Cox Automotive

There's nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

About Cox

We are the Cox family of businesses. We've been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. We're also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. We're looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you'll be going with us, and the common purpose that unites us at coxenterprises.com.

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.