What are the responsibilities and job description for the Customer Care Specialist II (Manheim) position at Cox?
The DealShield Customer Service Representative (DS-CSR) is the first point of contact for many customers and prospective customers, with that contact being via phone or email. The DS-CSR will provide information in response to inquiries about products and services and to handle and resolve customer inquiries, challenges, and complaints. For prospective customers, the CSR will provide information; answer general and specific questions; promote products; and, refer potential dealers to sales team, as appropriate. For existing customers, the DS-CSR will answer questions and address concerns; resolve specific issues (access requests, purchase, returns, payments, etc); provide basic technical support (smartphones, tablets, website, etc.); and, maintain accurate customer records. The DS-CSR will look for larger trends and issues within the scope of their daily work and escalate those to the DealShield Customer Service Manager and/or the DealShield Product Operations Manager.
Job Responsibilities:
Sales & General Inquiries
Need/Problem Resolution
Customer Interaction & Record Maintenance
Time/Task Management & Team Interaction
Thought & Personal Leadership
Understand the critical role that the DS-CSR plays in regard to both: 1) the perception that a customer or prospective customer has toward DealShield; and, 2) the business goals & objectives of DealShield.
Ambassadorship
Qualifications
Minimum:
Preferred:
This position is remote but the ideal candidate will reside within driving distance to one of our locations: Bordentown, NJ, Matteson, IL, Euless, TX, Tolleson, AZ, Ocoee, FL, Riverside, CA, or Atlanta, GA.
USD 17.74 - 26.59 per hour
Compensation:
Hourly base pay rate is $17.74 - $26.59/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.
Application Deadline: 03/03/2025
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
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.
Job Responsibilities:
Sales & General Inquiries
- Understand the type of inquiry from the customer/potential customer by listening/reading carefully to interpret the nature of the request.
- Have a thorough understanding of DealShield; the attributes and benefits of its products/services; and, the terms and conditions related to those products/services.
- Be able to communicate that information in a clear and concise way.
- Interact with customers and potential customers in a friendly, efficient manner
Need/Problem Resolution
- Understand the type of inquiry from the customer by listening/reading carefully to interpret the nature of the request.
- Collect information and analyze the need problem in order to identify the probable solution and take action to fulfill the request or solve the problem.
- Consult with other DealShield team members - including other DS-CSRs, the DealShield Customer Service Manager, the DealShield Product Operations Manager and/or personnel from Finance, Relationship Management, Loss Prevention and/or Remarketing.
- Partner with all parties informed of the status of open issues and work closely with escalation partners to identify, document and update knowledge base.
Customer Interaction & Record Maintenance
- Provide responsive and timely telephone and email support.
- Serve as the single point-of-contact for customer issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts).
- Keep records of customer interactions, recording details of customer, type of call/email, actions taken and follow-ups needed (if any).
Time/Task Management & Team Interaction
- Follow Customer Service team guidelines, shifts/schedules and other policies set by the DealShield Customer Service Manager.
- Work with others on the Customer Service team with a 'one team' philosophy, supporting other DS-CSR's and the DS-CSM, as appropriate.
- Follow-through on commitments to customers, team members, others on the DealShield team and to DealShield management.
- Make time for learning and professional growth.
Thought & Personal Leadership
Understand the critical role that the DS-CSR plays in regard to both: 1) the perception that a customer or prospective customer has toward DealShield; and, 2) the business goals & objectives of DealShield.
- Embrace discussion and feedback by and from all team members to encourage participation, buy-in and open communication.
- Perpetuate a culture of personal responsibility and accountability.
Ambassadorship
- Act as an ambassador of DealShield to potential or existing DealShield customers, Manheim and Cox Automotive Group personnel and to third parties.
- Communicate DealShield's value proposition and fit within the Cox Automotive Group portfolio
- Demonstrate DealShield culture and values, including the philosophies of 'can do', 'fail fast, innovate faster', 'care and respect', 'thrive with the challenge'
Qualifications
Minimum:
- High School Diploma/GED and 3 years' experience in a related field.
- OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience;
- OR 5 years' experience in a related field
Preferred:
- College degree or equivalent experience preferred.
- Minimum of 2 years of Call center and/or client interfacing experience
- Travel - infrequent, but must have flexibility
- Multi-task and prioritize required. Ability to handle multiple projects/tasks at a time.
- Understand foundational levels of computers and technology; internet, email
- Excellent oral and written communications skills, particularly in a phone or email context.
- Experience working in a contact center metrics driven environment
- Strong communication skills and basic computer knowledge
- Ability to operate under tight pressure
- Experience working in the automotive industry preferred
- Strong communication and interpersonal skills required.
- Strong time/task management skills required.
- Strong analytical and problem solving skills required.
- Ability to prioritize, multi-task and meet deadlines required.
- Ability to maintain stable performance and composure under pressure or opposition (such as time pressure or situation/solution ambiguity).
- Arrive to scheduled shift on time and focus on tasks at hand.
- Outstanding reliability and follow-through.
- Proficiency with (or ability to quickly learn) call center systems, such as I3 Call Center software, SalesForce.com tools, etc.
- Proficiency with (or ability to quickly learn) MS Office products and related software programs is essential.
This position is remote but the ideal candidate will reside within driving distance to one of our locations: Bordentown, NJ, Matteson, IL, Euless, TX, Tolleson, AZ, Ocoee, FL, Riverside, CA, or Atlanta, GA.
USD 17.74 - 26.59 per hour
Compensation:
Hourly base pay rate is $17.74 - $26.59/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.
Application Deadline: 03/03/2025
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
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.
Salary : $18 - $27
