Customer Care Specialist Ii

At Cox Automotive we're forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we're looking for people to join our mission to be a force for good in the world.

Come build a better future with us to provide support for our Kelly Blue Book and Autotrader clients. We are currently hiring a remote Customer Care Specialist II.

The Customer Care Specialist II will have primary responsibilities consisting of a broad range of customer support and sales activities. This role will be providing support to potential consumers and site browser requests for assistance via phone, email, and chat with thorough answers and the utmost courtesy. The successful Customer Care Specialist II will be able to stay current on processes and product changes, effectively troubleshoot technical issues, meet standard performance metrics, including revenue goals, and deliver world-class customer service.

This is a remote, work from home opportunity.

The Department is open Monday - Friday, 8AM-8PM Eastern Time; Saturday 9AM - 6PM Eastern Time . Saturdays are scheduled on a rotational basis

Responsibilities

• This includes assisting others with troubleshooting and issue resolution as necessary
• Ability to effectively present information to customers, co-workers, supervisors on a one-on-one basis
• Other interaction via telephone, fax, email, and face-to-face may occur with customers, other Customer Service Department teams, and internal teams as applicable.
• Utilize computerized systems to notate customer interactions, concerns, trends, track calls, and other reporting as necessary
• Proactively recommend items needed by customers to increase customer satisfaction and improve transaction profitability
• Determine customer requirements and expectations in order to recommend specific products and solutions
• Receive and respond to inbound customer telephone, chats, and email inquiries regarding advertising products and/or services.
• Follow issues from identification to resolution, working with various internal departments and external affiliated websites and companies to bring resolution to customer concerns as they arise
• Includes producing, formatting, and appropriate delivery of reports as necessary, not limited to the use of Outlook, Excel, Word, and other programs and applications as required.
• Educate customers about the features and benefits of products in order to improve product-related sales and customer satisfaction.

Minimum Requirements

• Must be flexible to work any shift during business hours in the Central Standard Time Zone, currently Monday - Friday 6am -8pm Saturday 8AM - 6PM (hours subject to change to meet business needs). Must have the ability to accommodate extended work hours, a flexible schedule, and work overtime as needed.
• Generally, less than 2 years of experience
• Must have excellent written and verbal communication skills.
• Requires attention to detail and the ability to adapt to change.
• High School Diploma/GED
• Ability to accurately facilitate communication between the customer description and the written word in the CRM ticketing system.

Preferred Requirements

• Experience supporting online products and services.
• College degree preferred; Associate degree or Technical Certification preferred or commensurate work experience.
• Experience using web developer tools to troubleshoot website problems. Ex: Chrome, IE, Firefox, etc.
• Experience supporting mobile devices such as IOS and Android
• Ability to analyze, troubleshoot, and document issues related to system performance and functionality.

USD 17.21 - 25.87 per hour

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.