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Customer Care Representative

Cox Automotive


Location:
Atlanta, GA
Date:
11/16/2017
2017-11-162017-12-16
Job Code:
1718049
Cox Automotive
Apply on the Company Site
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Job Details

Company Cox Automotive
Title: Customer Care Representative
JobID: 1718049
Category: Client and Customer Service
Industry: Cox Automotive
Job Type: Full-time

Description

The Customer Care Coordinator (CCC) entails being the primary customer support for our contact-center. Success in this position requires that the CCC is able to work independently with little to no supervision to provide immediate availability, be professional, provide documentation within our systems and be knowledgeable of Manheim’s products and services. The CCC is empowered to make decisions that will eliminate impedance for our customers to buy cars. This empowerment requires the CCC to be confident in both the knowledge of the business as well as Manheim’s product offerings.

The position demands outstanding reliability and follow-through and requires excellent communication skills including telephone and active listening skills, efficient problem-solving and troubleshooting skills, the ability type and talk at the same time, delegate effectively, and excellent organizational skills. The ideal candidate will be a highly self- motivated individual who can work well with little to no supervision and is a reliable, knowledgeable, resourceful, flexible, service-oriented professional.
The CCC will partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions to the standard processes to create a list of best practices.

Problem Resolution: A big part of maintaining the relationships with existing customers includes problem solving by the CCC, including consulting with dealers and educating them about Manheim Digital / In-Lane and ancillary partners. Part of this process will include identifying, assessing and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product, or any such Manheim Partners.

Responsiveness: The CCC will provide responsive, timely telephone, chat and email support. The CCC shall personally act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts). In addition, the CCC will also oversee/monitor the resolution to all problems, regardless of delegation to other departments.

Qualifications

Requirements
  • High School Diploma or GED required; College degree or equivalent experience preferred
  • Minimum 2 years of contact center experience
  • Travel- Infrequent, but must have flexibility
  • Schedule- Must have flexibility to work evenings, weekends, holidays as required
  • Ability to multi-task and prioritize required. Ability to handle multiple projects/task at a time
  • Understand foundational levels of computers and technology; internet, email
  • Excellent oral and written communication skills, particularly on a phone or email context
  • Experience working in a contact center metric driven environment
  • Strong communication skills and basic computer knowledge

Manheim is an Equal Opportunity Employer



About Cox Automotive

 

Cox Automotive is transforming the way the world buys, sells and owns cars with industry-leading digital marketing, retail, financial and wholesale solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. The Cox Automotive family includes Autotrader®, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, vAuto®, VinSolutions®, Xtime®, incadea® and a host of other brands. With a complete and connected view of the automotive ecosystem, Cox Automotive is a global company connecting people, cars and capabilities with services that link the automotive value chain. Cox Automotive is a subsidiary of Cox Enterprises. For more information about Cox Automotive, visit www.coxautoinc.com.



Organization: Cox Automotive

Primary Location: US-GA-Atlanta-6325 Peachtree Dunwoody Rd

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: No

Schedule: Full-time

Unposting Date: 2017-11-16
Apply on the Company Site
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