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Building a better future for this generation and the next.
The Role
Supervises a call center Customer Care team, ensuring timely customer support, effective issue resolution, quality standards, schedule adherence, and team development. Acts as an escalation point for complex customer, technical, and process issues; monitors performance, listens to calls, improves processes, and partners with management to optimize customer engagement, satisfaction, and operational costs.
Summary Generated by Built In
Job Description
The Supervisor Customer Care provides leadership and oversight for the Customer Care function. Develops and maintains customer contact channel touch points with an emphasis on understanding the customer's point of view and improving customer satisfaction. Defines and implements customer contact engagement strategy, performance objectives and cost optimization. Oversees customer engagement and issue resolution, ensuring that issues are addressed professionally, quickly and in a sustainable manner, while partnering with customers to help maintain preventive maintenance (PM) programs and Department of Transportation (DOT) compliance at a best-in-class standard.
Responsibilities
Qualifications
Minimum
Preferred
USD 67,100.00 - 100,700.00 per year
Compensation:
Compensation includes a base salary in the range of $67,100.00 - $100,700.00. The base salary may vary within the anticipated base pay 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 an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. 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
The Supervisor Customer Care provides leadership and oversight for the Customer Care function. Develops and maintains customer contact channel touch points with an emphasis on understanding the customer's point of view and improving customer satisfaction. Defines and implements customer contact engagement strategy, performance objectives and cost optimization. Oversees customer engagement and issue resolution, ensuring that issues are addressed professionally, quickly and in a sustainable manner, while partnering with customers to help maintain preventive maintenance (PM) programs and Department of Transportation (DOT) compliance at a best-in-class standard.
Responsibilities
- Supervises the efforts of Customer Care team members within a call center environment.
- Ensures team provides timely and effective customer and end-user support.
- Resolves staff inquiries and complex customer issues.
- Maintains quality standards for Customer Care staff.
- Identifies opportunities for department-wide improvement and communicates with management to effectuate change.
- Engages directly with customers to understand issues, ensure effective resolution and identify opportunities to improve Cox products, features and services.
- Acts as escalation point for team technical and process issues and oversees ongoing problem resolution.
- Monitors team performance and takes steps to ensure on-the-job and formal development.
- Listen to live or recorded calls to gauge team member performance on a real-time basis.
- Ensures and reports on schedule adherence, including breaks, lunches and shift-end.
- Manages team projects as assigned.
Qualifications
Minimum
- High School Diploma/GED and 5 years' experience in a related field. The right candidate could also have a different combination, such as a bachelor's degree in a related discipline and 3 years' experience in a related field; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience
- Analytical Thinking - Possesses the knowledge and ability to apply effective analytical techniques and tools. Analyzes organizational issues, determines the root cause and creates alternative solutions that are in the best interest of the business. Approaches situations by defining the issue, determining its significance and identifying the forces, events and people impacting and impacted by the situation at hand. Uses logic and intuition to make inferences about the meaning of data and arrive at conclusions, applying flow charts, diagrams and other tools as necessary. Able to systematically compare and assess varied alternative solutions.
- Business Acumen - Applies knowledge of economic, financial, market, and industry trends to understand and improve individual, work group and/or organizational results. Demonstrates an understanding of major business functions, industry trends and own organization's position to contribute to effective business strategies and/or tactics. Analyzes economic, financial, market and industry information from multiple sources to identify trends, assess current business strategies and results and/or evaluate specific opportunities. Articulates the implications of trends for own department or team as well as for the broader organization. Understands the nature and interdependencies of the organization's departments and functions. Understands the industry and leverages that understanding to maximize results, limit risks and effectively contribute to the team, department and/or broader organization
- Business Process Management - Combines knowledge of business process improvement tools and techniques with the ability to understand, monitor, update or enhance existing business or work processes. Understands work process flow and intra- and cross-team interdependencies. Identifies, monitors, evaluates and recommends solutions to process bottlenecks. Documents types of process decisions and the potential impact of each decision. Develops cost-benefit analyses of recommended process changes.
- Customer Focus - Seeks to understand customers by actively gathering information to understand customers' circumstances, problems, expectations and needs. Identifies barriers that impact customer service and retention, communicating concerns and recommendations to others. Uses an understanding of the customer's needs and the organization's customer service practices to set priorities, make decisions and take actions that create a positive customer experience and prevent occurrence of service issues. Follows up to ensure intended actions are accomplished and results achieved. Tracks the customer experience and seeks improvement suggestions.
- Managing Multiple Priorities - Uses effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes. Emphasizes the importance of reaching agreement and the benefits of involving others. Engages with others to generate ideas and reach mutually agreeable solutions. Checks for common understanding, responsibilities, time frames and tracking methods. Offers time, support and resources.
Preferred
- Degree in related discipline strongly desired
- Experience in industry desired
- Accuracy and Attention to Detail - Understands the necessity and value of accuracy and attention to detail. Demonstrates the ability to process information with high levels of accuracy. Utilizes specific approaches and tools for checking and cross-checking own and others' outputs. Develops and uses checklists to ensure information goes out error-free. Accurately gauges the impact and cost of errors, omissions and oversights. Learns from mistakes and applies lessons learned.
- Business Process Management - Combines knowledge of business process improvement tools and techniques with the ability to understand, monitor, update or enhance existing business or work processes. Understands work process flow and intra- and cross-team interdependencies. Identifies, monitors, evaluates and recommends solutions to process bottlenecks. Documents types of process decisions and the potential impact of each decision. Develops cost-benefit analyses of recommended process changes.
- Customer Focus - Seeks to understand customers by actively gathering information to understand customers' circumstances, problems, expectations and needs. Identifies barriers that impact customer service and retention, communicating concerns and recommendations to others. Uses an understanding of the customer's needs and the organization's customer service practices to set priorities, make decisions and take actions that create a positive customer experience and prevent occurrence of service issues. Follows up to ensure intended actions are accomplished and results achieved. Tracks the customer experience and seeks improvement suggestions.
- Internal Controls - Knowledge and ability to create, implement, evaluate and/or enhance processes for effective internal control. Performs audit and/or similar testing to verify and ensure compliance with plans, policies and procedures proscribed by management and encapsulated in the company's standards. Ensures that company assets are safeguarded, that accounting and financial records are accurate and in accordance with the company's requirements. Ensures that all legal and regulatory obligations are adhered to. Participates in ongoing reviews that analyze compliance, appraise audit recommendations and tracks their implementation.
- Technology Savvy - Knowledge of technology and its ability to improve work processes and results (e.g., enhance productivity, efficiency, collaboration, quality, or customer satisfaction). Uses technology to solve work-related problems, find new methods to enhance results, and create new business opportunities. Pursues opportunities to develop knowledge and experiments with emerging technology solutions that can help accomplish work goals. Keeps others informed about technology innovations. Serves as a resource to help others understand and anticipate the impact of technology on current processes, products, and services.
USD 67,100.00 - 100,700.00 per year
Compensation:
Compensation includes a base salary in the range of $67,100.00 - $100,700.00. The base salary may vary within the anticipated base pay 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 an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. 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 and 5 years of experience in a related field
- Equivalent combination of education and experience, such as a related bachelor's degree with 3 years of experience, master's degree with 1 year of experience, or Ph.D. with up to 1 year of experience
- Analytical thinking and problem-solving skills
- Business acumen
- Business process management knowledge
- Customer focus and customer service improvement skills
- Ability to manage multiple priorities and gain stakeholder commitment
- Degree in a related discipline
- Industry experience
- Accuracy and attention to detail
- Internal controls knowledge
- Technology savvy
What the Team is Saying
Belinda
Manager of Network Automation
Tonya
Director of Agile Delivery
Chris
Manager of Engineering Support & Delivery
John Chapman
National Client Sales Director, Cox Automotive
Kib Yahyehyrab
Audit Analysis, Cox Enterprises
Jenny Arias
Marketing & Events Assistant, Cox Farms
Cox Enterprises Compensation & Benefits Highlights
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Retirement Support — The 401(k) features eligibility after 90 days with an automatic 2% contribution and a dollar-for-dollar match up to 6%, for up to 8% from the company. This structure is highlighted as a standout element of the package.
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Healthcare Strength — Multiple medical plan choices (Core PPO, Premium PPO, and an HSA-eligible HDHP) with in-network preventive care covered at 100%, alongside mental-health and wellness resources, indicate robust healthcare support. Plan options and wellness tools are emphasized across benefits materials.
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Parental & Family Support — Paid parental leave, adoption assistance, comprehensive fertility coverage, childcare/backup-care support, and resources such as Milk Stork and gender-affirming care signal strong support for families. Additional life-stage supports like menopause care further broaden the offering.
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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
