PRIMARY DUTIES/KEY RESPONSIBILITES
Lead, coach, and develop Customer Care Specialists to achieve performance goals and quality standards.
Conduct onboarding and ongoing training sessions; foster a culture of empowerment, accountability, and customer focus.
Provide advanced technical support and resolve complex or unique customer inquiries, including fraud-related escalations.
Perform root cause analysis and implement sustainable solutions for recurring issues.
Analyze customer feedback (e.g., Medallia surveys) and operational trends to identify improvement opportunities.
Define and lead process improvement initiatives in collaboration with Product, Engineering, QA, and Workforce Management.
Leverage and optimize AI-powered tools (chatbots, SMS automation, Genesys PureCloud) to streamline interactions.
Train team members on effective use of AI tools; monitor performance and provide feedback for enhancements.
Serve as liaison between Customer Care, WFM, QA, and other departments to ensure seamless service delivery.
Maintain accurate documentation and reporting of customer interactions and team performance metrics.
Perform related duties as assigned by the supervisor.
REQUIRED EXPERIENCE & SPECIALIZED KNOWLEDGE AND SKILLS
High School Diploma/GED and 7 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 5 years’ experience
OR 9 years’ experience in a related field
May require technical certification or associate degree.
Extensive customer service experience.
Requires advanced job proficiency gained through job-related training and broad-based experience.
Speaks clearly and persuasively in both positive and negative situations; listens and gets clarification; responds well to questions. Ability to write clearly and effectively and document activities.
Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; puts success of team above own interests; able to build morale and group commitments to goals and objectives.
Independently handles high-level, complex assignments.
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 $24.23 - $36.35/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
