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R202212774

Customer Care Specialist II

  • Full time, Day
  • Travel: No

Job Category: Customer Care Group

Job Level: Individual Contributor

Division: Cox Automotive

Location:

  • 4615 E Elwood St, Phoenix, Arizona
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La Description

  • Serve as the single point-of-contact for customer issues from identification through resolution
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments, as well as actions taken
  • Identify, assess and resolve issues; refer unresolved customer conflicts to designated departments for further investigation
  • Consult and maintain relationships with existing customers and educating them about Ready Auto Transport
  • Provide responsive and timely telephone, chat, and email support
  • Effectively communicate with sales staff (and other departments)
  • Provide updates to customers on status of transport orders
  • Use problem-solving skills to resolve customer issues
  • Perform quality assurance audits of orders/loads and determine accuracy according to standards as determined by Ready, clients, and customers
  • Prioritize daily tasks and complete the tasks in an accurate and effective manner
  • Order and general data entry
  • Perform other duties as directed by department manager

Qualifications -

  • High School Diploma or GED required; College degree or equivalent experience preferred.
  • Minimum of 2 years of call center and/or client interfacing experience
  • Schedule - must have flexibility to work evenings, weekends, holidays as required
  • Multi-task and prioritization skills 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

About Cox Automotive Canada

Cox Automotive is transforming the way the world buys, sells, owns and uses cars with industry-leading digital marketing, software, financial, wholesale and e-commerce solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. In Canada, the Cox Automotive family includes Clutch®, Dealertrack®, Dealer.com®, HomeNet®, Kelley Blue Book®, Manheim®, Modix®, NextGear Capital®, Ready Logistics®, RMS Automotive®, vAuto®, VinSolutions® and Xtime®, along with a host of other brands in other countries. The global company has 34,000 team members in more than 220 locations and is a partner to more than 50,000 auto dealers, as well as most major automobile manufacturers. Cox Automotive is a subsidiary of 120-year-old Cox Enterprises, Inc., and serving the automotive industry since 1926, which has revenues exceeding $20 billion and approximately 55,000 employees. Cox Enterprises’ other major operating subsidiaries include Cox Communications and Cox Media Group. For more information about Cox Automotive Canada, visit coxautoinc.ca.

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