Senior Customer Care Specialist

4 weeks ago

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

Job Family Group

Customer Care Group

Job Profile

Sr Customer Care Specialist

Management Level

Individual Contributor

Flexible Work Option

No remote option; must work at a specified Cox location

Travel %

No

Work Shift

Day

Compensation
Hourly base pay rate is $21.06 - $31.63/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

Autotrader/PSX (Cox Automotive) is transforming the peer-to-peer (P2P) car sales market by offering a unique approach to private car sales that saves buyers and sellers both time and money. Our mission is to provide the best online car sales experience, and we're seeking dedicated new team members to help us achieve this goal

We are looking for an enthusiastic and motivated individual to join our team. Operating nationwide, you'll collaborate with goal-oriented individuals and teams who share a passion for driving our mission forward.

This is a customer-facing operational role based in our Phoenix, AZ office.
  • Schedule: 8:30 AM - 5 PM MST (M-F)
  • This is an in-office role and cannot be performed remotely.

Your Role:
  • Deliver top-tier account management support for a diverse audience of car buyers and sellers.
  • Communicate effectively and frequently with potential customers via phone, chat, and email.
  • Review intake requests for the wholesale department, documenting the vehicle's exterior, interior, and mechanical condition.
  • Conduct comprehensive background checks on vehicle history.
  • Guide sellers through the transaction process.
  • Coordinate with third-party transport companies to facilitate customer vehicle pickup.
  • Follow up with customers post-pickup to ensure all necessary paperwork is completed.
  • Maintain and update internal tracking spreadsheets for organized record-keeping.
  • Receive and review vehicle titles at the Phoenix office, ensuring accuracy and resolving any errors with customers.
  • Resolve lost title issues and apply for duplicate titles as needed.
  • Mail vehicle titles to appropriate company locations.
  • Escalate concerns appropriately as needed.

Minimum Qualifications
  • High School Diploma/GED and 5 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 3 years' experience; OR 7 years' experience in a related field
  • Proficiency with Microsoft 365 (Outlook, Excel, Word, OneDrive, Teams, and Calendar).
  • Experience with CRM tools (such as Intercom and Salesforce).
  • Titling experience.
  • Strong communication skills, including comfort with phones, live chat, and a high aptitude for technology.

What We Look For (Preferred)
  • Strong knowledge of car brands and models.
  • Excellent multitasking skills with strong follow-through.
  • Background in accounting or bookkeeping is a plus.
  • Experience with vehicle appraisals.
  • Professional phone demeanor.
  • High emotional intelligence and customer empathy.

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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

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