La Description
The CCS II will partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions to the standard processes to create a list of best practices.
Problem Resolution: A big part of maintaining the relationships with existing customers includes problem solving by the CCR, including consulting with dealers and educating them about Manheim and ancillary partners. Part of this process will include identifying, assessing and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product, or any such Manheim Partners. May work across other departments to train on resolving different client issues.
Responsiveness: The CCR will provide responsive, timely telephone, chat and email support. The CCR shall personally act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts). In addition, the CCR will also oversee/monitor the resolution to all problems, regardless of delegation to other departments.
Qualifications:
Minimum:
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High School Diploma/GED and 3 years’ experience in a related field.
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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;
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OR 5 years’ experience in a related field
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Bilingual in Spanish and English
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Onsite training requirement and flexibility with the Hybrid work model as determined by management.
Preferred:
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College degree or equivalent experience preferred.
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Minimum of 2 years of Call center and/or client interfacing experience
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Travel – infrequent, but must have flexibility
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Schedule – must have flexibility to work evenings, weekends, holidays as required
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Multi-task and prioritize required. Ability to handle multiple projects/tasks at a time.
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Understand foundational levels of computers and technology; internet, email
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Excellent oral and written communications skills, particularly in a phone or email context.
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Experience working in a contact center metrics driven environment
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Strong communication skills and basic computer knowledge
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Ability to operate under tight pressure
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Experience working in the automotive industry preferred
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.
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.