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Customer Care Specialist II (Manheim)
Atlanta, GA
Job Description
The position of Customer Care Specialist II (CCS II) focuses on being the primary customer support for our inbound contact center.
* This position requires developing and maintaining positive relations with clients, the ability to document interactions with customers while addressing issues and providing resolutions, and knowledge of Manheim's products and services. The CCS II is empowered to make decisions that will eliminate the impedance for our customers to buy and sell cars. This empowerment requires the CCS II to be confident in both the knowledge of the business as well as Manheim's product and service offerings.
* This position demands outstanding reliability and follow-through and requires excellent communication skills, including established customer engagement, telephone, active listening, efficient problem-solving and troubleshooting skills, the ability to type and talk at the same time, and excellent organizational skills. The ideal candidate will be a highly self-motivated individual who can work under moderate supervision, seeking advice from the Lead/Supervisor as required. We seek candidates who are reliable, knowledgeable, resourceful, flexible, and customer service-oriented.
The CCS II will be responsible for following documented processes and working with boundary partners to identify, document, and monitor all inquiries to create a path to resolution for our clients.
* Problem Resolution : A big part of maintaining the relationships with existing customers includes problem solving by the CCS II, including consulting with dealers, educating them about Manheim products and services, assisting with self-service capabilities. Part of this process will include identifying, assessing, and resolving problems and determining who needs communication on these issues.
* Responsiveness: The CCS II will provide responsive and timely telephone, chat, SMS, and email support. The CCS II shall personally act as the single point of contact for their issues from identification through resolution as often as possible (i.e., one call/first call resolution).
Additional Responsibilities:
* The CCS II will have an absolute understanding of those circumstances that may prevent a dealer from buying and selling on Manheim.com, OVE.com, and Simulcast, as well as additional platforms that may be used by our clients.
* The CCS II will be intimately familiar with Client Care escalation partners and how Client Care collaborates with those departments to resolve customer issues.
* The CCS II may be responsible for providing "floor support" or assistance with questions and answers from other team members.
* The CCS II is responsible for processing emails in a professional manner.
* Works across the organization, through the escalation process and by bringing in process / technical expertise where necessary to address customer needs.
Required:
* High School Diploma or GED required and 3+ years' experience in area of responsibility.
* Schedule - must have flexibility to work evenings, weekends, and holidays as required.
* Ability to multitask and work with multiple systems simultaneously.
* Excellent oral and written communication skills, particularly in a phone or email context.
* Strong communication skills and basic computer knowledge.
Preferred:
* Experience working in a contact center metrics-driven environment.
* Meeting quarterly departmental scorecard metrics requirements.
* College degree or equivalent experience preferred.
* Minimum of 1 year of contact center experience preferred.
* Travel - infrequent but must have flexibility.
* Understand foundational levels of computers and technology, internet, and email. Previous troubleshooting skills preferred.
* Experience working in the automotive industry
USD 17.40 - 26.06 per hour
Compensation:
Hourly base pay rate is $17.40 - $26.06/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, parental leave, and COVID-19 vaccination leave.
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
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.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
* This position requires developing and maintaining positive relations with clients, the ability to document interactions with customers while addressing issues and providing resolutions, and knowledge of Manheim's products and services. The CCS II is empowered to make decisions that will eliminate the impedance for our customers to buy and sell cars. This empowerment requires the CCS II to be confident in both the knowledge of the business as well as Manheim's product and service offerings.
* This position demands outstanding reliability and follow-through and requires excellent communication skills, including established customer engagement, telephone, active listening, efficient problem-solving and troubleshooting skills, the ability to type and talk at the same time, and excellent organizational skills. The ideal candidate will be a highly self-motivated individual who can work under moderate supervision, seeking advice from the Lead/Supervisor as required. We seek candidates who are reliable, knowledgeable, resourceful, flexible, and customer service-oriented.
The CCS II will be responsible for following documented processes and working with boundary partners to identify, document, and monitor all inquiries to create a path to resolution for our clients.
* Problem Resolution : A big part of maintaining the relationships with existing customers includes problem solving by the CCS II, including consulting with dealers, educating them about Manheim products and services, assisting with self-service capabilities. Part of this process will include identifying, assessing, and resolving problems and determining who needs communication on these issues.
* Responsiveness: The CCS II will provide responsive and timely telephone, chat, SMS, and email support. The CCS II shall personally act as the single point of contact for their issues from identification through resolution as often as possible (i.e., one call/first call resolution).
Additional Responsibilities:
* The CCS II will have an absolute understanding of those circumstances that may prevent a dealer from buying and selling on Manheim.com, OVE.com, and Simulcast, as well as additional platforms that may be used by our clients.
* The CCS II will be intimately familiar with Client Care escalation partners and how Client Care collaborates with those departments to resolve customer issues.
* The CCS II may be responsible for providing "floor support" or assistance with questions and answers from other team members.
* The CCS II is responsible for processing emails in a professional manner.
* Works across the organization, through the escalation process and by bringing in process / technical expertise where necessary to address customer needs.
Required:
* High School Diploma or GED required and 3+ years' experience in area of responsibility.
* Schedule - must have flexibility to work evenings, weekends, and holidays as required.
* Ability to multitask and work with multiple systems simultaneously.
* Excellent oral and written communication skills, particularly in a phone or email context.
* Strong communication skills and basic computer knowledge.
Preferred:
* Experience working in a contact center metrics-driven environment.
* Meeting quarterly departmental scorecard metrics requirements.
* College degree or equivalent experience preferred.
* Minimum of 1 year of contact center experience preferred.
* Travel - infrequent but must have flexibility.
* Understand foundational levels of computers and technology, internet, and email. Previous troubleshooting skills preferred.
* Experience working in the automotive industry
USD 17.40 - 26.06 per hour
Compensation:
Hourly base pay rate is $17.40 - $26.06/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, parental leave, and COVID-19 vaccination leave.
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
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.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
3+ years
Security Clearance Note
Customer Care Group
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