Sr Customer Care Specialist (Manheim)

Job Scope:
The primary responsibilities of the Senior Logistics Conciergein the Contact Centerare to assist the Contact Center Representatives and Logistics Concierges in providing exemplary customer service to our customers, clients and vendors while meeting and exceeding department metrics. The Sr Operations Concierge will support team members and the broader team with more challenging situations, monitor escalations, and act as a liaison between the Contact Center and other departments within the company.
Key Responsibilities:

• Serve as an escalation point for CCRs needing assistance with more in-depth customer requests.

• Assist in (or conduct) training CCRs in new products, pricing, services, and processes/procedures

• Consult supervisor as needed for problem/complex request resolutions.

• Provide input for improvements, diagnostic tools, and process changes.

• Monitor queues to proactively look for trends, changes, and potential issues

• Back log management

• Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation, including central functions such as IT (Information Technology) or Product, or any such Manheim Partners.

• Consult and maintain relationships with dealers and carriers to educate them about Manheim, Ready and Central Dispatch.

• May also perform additional duties such as; data analysis, project management, reporting, and training.

• Travel - Infrequent

• Friendly and professional tone and demeanor

• Can-do attitude, self-starter with a willingness to assist in all functional areas as needed.

Skills:

• Capable of interacting effectively with clients and vendors 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.

• Effective problem solving and technical troubleshooting 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

Qualifications:

• High School Diploma / GED Required

• 3 years experience with customer service and/or call center

• 3 years automotive industry and/or logistics experience preferred

• Servant team member with ability to build strong trusted relationships

Work Environment:

• Lengthy periods of sitting or standing in an office environment

• Hybrid Position

Disclaimer:
The posting is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.
About Cox Automotive:
Cox Automotive is a leading provider of vehicle remarketing services and digital marketing and software solutions for automotive dealers and consumers. Cox Automotive, a subsidiary of Atlanta-based Cox Enterprises, includes Manheim, AutoTrader.com , Kelley Blue Book, vAuto, NextGear Capital, and a host of global businesses and brands serving clients such as auto dealers, manufacturers, and financial institutions. Headquartered in Atlanta, Cox Automotive employs 24,000 team members in over 150 locations worldwide. The company partners with more than 40,000 dealers, as well as most major automobile manufacturers, and touches over 67 percent of all car buyers in the U.S. with the most recognized brands in the industry. Cox Automotive unites more than 20 brands in this space, providing an end-to-end solution to transform the way people buy and sell cars every day.
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