Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Customer Care Specialist II

Management Level

Individual Contributor

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $17.74 - $26.59/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

The DealShield Customer Service Representative (DS-CSR) is the first point of contact for many customers and prospective customers, with that contact being via phone or email. The DS-CSR will provide information in response to inquiries about products and services and to handle and resolve customer inquiries, challenges, and complaints. For prospective customers, the CSR will provide information; answer general and specific questions; promote products; and, refer potential dealers to sales team, as appropriate. For existing customers, the DS-CSR will answer questions and address concerns; resolve specific issues (access requests, purchase, returns, payments, etc); provide basic technical support (smartphones, tablets, website, etc.); and, maintain accurate customer records. The DS-CSR will look for larger trends and issues within the scope of their daily work and escalate those to the DealShield Customer Service Manager and/or the DealShield Product Operations Manager.

Job Responsibilities:

Sales & General Inquiries

Understand the type of inquiry from the customer/potential customer by listening/reading carefully to interpret the nature of the request.Have a thorough understanding of DealShield; the attributes and benefits of its products/services; and, the terms and conditions related to those products/services.Be able to communicate that information in a clear and concise way.Interact with customers and potential customers in a friendly, efficient manner

Need/Problem Resolution

Understand the type of inquiry from the customer by listening/reading carefully to interpret the nature of the request.Collect information and analyze the need problem in order to identify the probable solution and take action to fulfill the request or solve the problem.Consult with other DealShield team members – including other DS-CSRs, the DealShield Customer Service Manager, the DealShield Product Operations Manager and/or personnel from Finance, Relationship Management, Loss Prevention and/or Remarketing.Partner with all parties informed of the status of open issues and work closely with escalation partners to identify, document and update knowledge base.

Customer Interaction & Record Maintenance

Provide responsive and timely telephone and email support.Serve as the single point-of-contact for customer issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts).Keep records of customer interactions, recording details of customer, type of call/email, actions taken and follow-ups needed (if any).

Time/Task Management & Team Interaction

Follow Customer Service team guidelines, shifts/schedules and other policies set by the DealShield Customer Service Manager.Work with others on the Customer Service team with a ‘one team’ philosophy, supporting other DS-CSR’s and the DS-CSM, as appropriate.Follow-through on commitments to customers, team members, others on the DealShield team and to DealShield management.Make time for learning and professional growth.

Thought & Personal Leadership

Understand the critical role that the DS-CSR plays in regard to both: 1) the perception that a customer or prospective customer has toward DealShield; and, 2) the business goals & objectives of DealShield.

Embrace discussion and feedback by and from all team members to encourage participation, buy-in and open communication.Perpetuate a culture of personal responsibility and accountability.

Ambassadorship

Act as an ambassador of DealShield to potential or existing DealShield customers, Manheim and Cox Automotive Group personnel and to third parties.Communicate DealShield’s value proposition and fit within the Cox Automotive Group portfolioDemonstrate DealShield culture and values, including the philosophies of ‘can do’, ‘fail fast, innovate faster’, ‘care and respect’, ‘thrive with the challenge’

Qualifications

Minimum:

High School Diploma/GED and 3 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 up to 1 year of experience;OR 5 years’ experience in a related field

Preferred:

College degree or equivalent experience preferred.Minimum of 2 years of Call center and/or client interfacing experienceTravel – infrequent, but must have flexibilityMulti-task and prioritize required. Ability to handle multiple projects/tasks at a time.Understand foundational levels of computers and technology; internet, emailExcellent oral and written communications skills, particularly in a phone or email context.Experience working in a contact center metrics driven environmentStrong communication skills and basic computer knowledgeAbility to operate under tight pressureExperience working in the automotive industry preferredStrong communication and interpersonal skills required.Strong time/task management skills required.Strong analytical and problem solving skills required.Ability to prioritize, multi-task and meet deadlines required.Ability to maintain stable performance and composure under pressure or opposition (such as time pressure or situation/solution ambiguity).Arrive to scheduled shift on time and focus on tasks at hand.Outstanding reliability and follow-through.Proficiency with (or ability to quickly learn) call center systems, such as I3 Call Center software, SalesForce.com tools, etc.Proficiency with (or ability to quickly learn) MS Office products and related software programs is essential.

This position is remote but the ideal candidate will reside within driving distance to one of our locations: Bordentown, NJ, Matteson, IL, Euless, TX, Tolleson, AZ, Ocoee, FL, Riverside, CA, or Atlanta, GA.

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, and parental 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.

 

Application Deadline: 03/03/2025