The Customer Care Specialist II (CCSII) is the primary point of contact for Private Store internal partners, Private Store clients and Private Store product users. Success in this position requires an individual that is flexible, solution-oriented and a self-starter that can work independently to provide knowledgeable and results-oriented service. The Customer Care Specialist II (CCSII) maintains a strong working knowledge of the Private Store organization, processes, products, and technology and is empowered to ensure client issues are resolved in an accurate and timely manner. This empowerment requires confidence in both the knowledge of the client’s business practices, as well as, product offerings.
The Customer Care Specialist II (CCSII) is accountable for the client service relationship, in addition to working with Private Store and other escalation partners for issue resolution. This individual is responsible for the identification and documentation of issues and communication with the requestor, even if the issue involves other departments. The position demands outstanding reliability and follow-through and requires excellent verbal and written communication skills including telephone and active listening skills, efficient problem-solving and technical troubleshooting skills, the ability to delegate effectively and excellent organization skills. The ideal candidate will be a highly motivated individual who can work well with little to no supervision and is a reliable, resourceful and professional.
General Responsibilities:
- Be an ambassador of Private Store providing consultative information for the end users and Private Store clients. Develop cooperative relationships with Private Store Level 2, Private Store Sales, Corporate Partners, such as Manheim and MDM and our client teams.
- Inform all parties of the status of open issues and work closely with escalation partners to identify, document and monitor all exceptions to the standard processes to create best practices.
- Problem solving, including consulting with dealers and educating them about Private Store, Manheim Digital / In-Lane and ancillary partners. Part of this process will include identifying, assessing and resolving issues and determining who needs communication, including central functions such as IT or Product.
- Provide responsive, timely telephone, chat and email support. At a minimum, all calls should be returned before the close of business on the same day. The Customer Care Specialist II (CCSII) will act as the single point of contact for issues, from identification through resolution as often as possible.
- Provide training to end users on all aspects of Private Store and ancillary product offerings.
- Other duties as assigned.
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 preferred (or equivalent experience).
- Minimum of 4 years client service experience in a technical role providing support for a customer facing, on-line based purchasing platform.
- Demonstrated experience being a client-focused, service-oriented professional
- Proven ability to learn new technologies in a software development organization.
- Motivated self-starter with exceptional interpersonal skills and commitment to client satisfaction
- Excellent oral and written communication skills, particularly in a phone or email context
- Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment
- Ability to listen effectively, interpret issue and utilize tools for troubleshooting and issue resolution
- Fast and motivated learner
- Working knowledge of email and internet
- Attention to detail and follow-through
- Demonstrated ability to adapt in a changing environment
- Automotive experience or exposure is a strong plus
- Adapts well to change
This position requires in-office visits a minimum of 1 time per quarter. Applicants will need to reside within driving distance to one of our locations: Statesville, NC, Bordentown, NJ, Matteson, IL, Euless, TX, Tolleson, AZ, Ocoee, FL, Riverside, CA, or Atlanta, GA.
Drug Testing:
To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
Compensation:
Hourly pay rate is in the range of $18.17 - $27.31/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
