Customer Care Specialist I

1 week ago

Manhattan, United States Cox Communications, Inc. Full time
Company
Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Customer Care Specialist I

Management Level

Individual Contributor

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

No

Work Shift

Variable

Compensation
Hourly base pay rate is $15.87 - $23.75/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.

Job Description

Cox Automotive is hiring for a Customer Care Specialist I to join our team remotely

This position plays a crucial role in assisting customers through various channels, such as inbound calls and support ticketing systems.
  • If hired into this role, you would focus on establishing and nurturing positive relationships with customers by addressing inquiries related to company products, features, and services.
  • You would handle fulfillment, billing, account management, technical, and configuration issues.
  • While adept at resolving common concerns independently, you would escalate complex, unexpected, or recurring issues to internal experts to ensure a swift and effective resolution.
  • You serve as the frontline support, delivering exceptional customer service and contributing to overall customer satisfaction.

Location Requirements:
  • This position is 100% remote, but to be considered, you must reside within Kansas, Missouri, Ohio, Georgia, Texas, Utah or Burlington, VT.

Scheduling Requirements:
  • You will receive schedule within first week of training
  • Hours will range from 6AM-8PM CST on Monday through Friday.
  • Hours will range from 8AM-6PM CST on Saturday.
  • Saturdays are staffed by a rotational model, or by a permanent Saturday working day with a day off during the week.
  • Everything is determined by business need

Training Requirements:
  • Training period will last for 8 weeks.
  • Attendance is mandatory during training.

Your Role:
  • Receive and respond to customer requests via the inbound call queue and support ticketing systems.
  • Provide an Effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.
  • Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customer's configuration, Cox Automotive software, or other vendor integration points.
  • May provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.
  • Apply appropriate security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information.
  • Document customer inquiries, status, and resolution.
  • Work across teams when needed and follow up with customers to resolve issues satisfactorily.

Minimum Qualifications:
  • High School Diploma/GED
  • Generally, less than 2 years of experience

What We Look For (Preferred):
  • Experience in software support within the automotive industry
  • Experience within contact center operations (such as telecommunications, workforce management, forecasting, call monitoring, etc.)

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.

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, parental leave, and COVID-19 vaccination leave.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells - or simply uses - cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. 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.Learn More

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