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.
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.
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!
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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.
