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Building a better future for this generation and the next.
The Role
Handles inbound and outbound customer communications across calls, chats, SMS, and email regarding automotive credit accounts. Resolves complex and escalated inquiries, provides technical support, maintains case records, meets quality and productivity metrics, and collaborates with internal departments. The role also supports process improvements, documentation updates, special projects, and mentoring less experienced team members.
Summary Generated by Built In
As a Senior Customer Care Specialist, you will handle inbound calls, texts, chats, and emails regarding account and service inquiries about our client's line of credit. This includes escalation and being able to handle escalated situations professionally. 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).
PRIMARY DUTIES/KEY RESPONSIBILITES
Required Experience & Specialized Knowledge and skills
USD 22.02 - 33.08 per hour
Compensation:
Hourly pay rate is in the range of $22.02 - $33.08/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
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).
PRIMARY DUTIES/KEY RESPONSIBILITES
- Receive inbound calls, chats, SMS messages, and emails from Automotive Dealers, Automotive Auctions, and internal clients.
- Answer moderately to highly complex questions, following guidelines and using judgment based on experience.
- Staying organized on case management, email messaging, chats, SMS messages, and service tickets while responding promptly.
- Handle escalated client and auction client inquiries, servicing tickets, and issues.
- 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.
- Make outbound calls to dealers and or automotive auctions as needed to help facilitate business needs.
- Use company proprietary software for research, case management, data entry, and account follow-up activity.
- May provide formal and informal support and training to less experienced team members.
- Represent NextGear Capital Customer Care to other internal departments or other Cox Automotive business units.
- Supports the implementation of continuous process improvement initiatives.
- Provide technical support to all internal and external clients, such as password resets, contact information updates, and website troubleshooting.
- Monitors Customer Care process and procedure documentation within our online database to identify updates, ongoing issues, and areas of concern, reporting to management on findings and improvement opportunities.
- Assist with special projects and initiatives as assigned.
- Attain production and 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.
- Be willing, after you are trained, to pay it forward, by mentoring your knowledge to others either in 1 on 1 or classroom settings.
- Perform other duties as necessary and can work a flexible schedule as needed, including occasional mandatory overtime between hours ranging from 9 am till 8 pm Eastern time, 8-hour shift.
Required Experience & Specialized Knowledge and skills
- High school Diploma or GED
- 5 years of relevant professional work experience OR Associate's, BA/BS Degree + 3 years' 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 (grammar) skills with 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
- Bilingual is a plus (Spanish)
USD 22.02 - 33.08 per hour
Compensation:
Hourly pay rate is in the range of $22.02 - $33.08/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
Skills Required
- High school diploma or GED
- Five years of relevant professional work experience, or an associate's or bachelor's degree plus three years of experience
- Ability to work in a fast-paced, evolving team environment and prioritize tasks
- Strong verbal and written communication skills
- Problem-solving and analytical skills, including the ability to explain complicated processes
- High-speed wired internet available at home; Wi-Fi is not acceptable
- Knowledge of Windows PC operation and basic home networking router/modem functions
- Spanish bilingual ability
What the Team is Saying
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Director of Agile Delivery
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Cox Enterprises Compensation & Benefits Highlights
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Healthcare Strength — Medical coverage is presented as robust, with multiple plan options, in‑network preventive care covered in full, and added programs for telehealth, mental health, and chronic conditions. Materials also highlight ongoing enhancements and vendor partnerships that broaden access and support.
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Parental & Family Support — Family-building benefits are emphasized, including paid parental leave, fertility support via specialized partners, adoption assistance, lactation resources, and childcare discounts. Feedback suggests these offerings help employees navigate key life stages with practical support.
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Retirement Support — Retirement programs feature a company‑matched 401(k) alongside financial coaching tools and student‑debt assistance. Feedback suggests the retirement match and savings resources are viewed as meaningful components of total compensation.
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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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Cox Enterprises Teams
Product & Tech
About our Teams
Cox Enterprises Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
Flexible
