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Lead Customer Care Specialist

Cox
parental leave, paid time off, paid holidays, sick time, 401(k)
United States, Arizona, Sun City West
Dec 30, 2024
Key Responsibilities: Support the Senior Concierge Team, Concierge 2 and BPO. Complete tasks assigned by Supervisors and Managers as directed. Participate in special projects as directed by Supervisors and/or Managers. Accept agent interactions when the queue needs support on any channel. Participate in Gemba meetings and strategy sessions. Training on material as needed or as directed by Supervisors or Management Communicate with Peers and Supervisor for strategy and direction regarding business needs. Maintain Client/Customer/Vendor relationships as it pertains to business needs. Monitor Queues and agent activity to proactively look for trends, changes and potential issues. May also perform additional duties such as; data analysis, project management, reporting, training, and other tasks assigned by Supervisors or Managers. Skills: Capable of interacting effectively with clients and vendors as well as managers and peers. Working knowledge and proficiency with Microsoft Office applications and Sales Force Excellent verbal and written communications and interpersonal skills. Bi-lingual, a plus. Effective problem solving and technical troubleshooting skills Ability to work independently as well as in a team environment Ability to manage multiple projects simultaneously Ability to work different shifts (must be available from Mon-Sat 5 AM to 5PM) Daylight savings may apply Willingness to work overtime Qualifications : High School Diploma / GED Required 5 years experience with customer service and/or call center 5 years automotive industry and/or logistics experience preferred Servant team member with ability to build strong trusted relationships Work Environment: Long periods of sitting or standing in an office environment Remote/Hybrid - Must be able to independently manage time and tasks. Disclaimer: The posting is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. About Cox Automotive: Cox Automotive is a leading provider of vehicle remarketing services and digital marketing and software solutions for automotive dealers and consumers. Cox Automotive, a subsidiary of Atlanta-based Cox Enterprises, includes Manheim, AutoTrader.com , Kelley Blue Book, vAuto, NextGear Capital, and a host of global businesses and brands serving clients such as auto dealers, manufacturers and financial institutions. Headquartered in Atlanta, Cox Automotive employs nearly 24,000 team members in over 150 locations worldwide. The company partners with more than 40,000 dealers, as well as most major automobile manufacturers, and touches over 67 percent of all car buyers in the U.S. with the most recognized brands in the industry. Cox Automotive unites more than 20 brands in this space, providing an end-to-end solution to transform the way people buy and sell cars every day. USD 23.65 - 35.48 per hour Compensation:* Hourly base pay rate is $23.65 - $35.48/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, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. 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.