Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Sr Customer Care Specialist

Management Level

Individual Contributor

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $21.49 - $32.26/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

As the Senior Logistics Concierge, you will serve as the client advocate and will be responsible for the client satisfaction based on task ownership and accurate resolution in a call center environment. You will manage a high volume of tasks that require you to leverage various resources to identify the client’s need, clarify and communicate information, research issues, and provide effective resolution while keeping the client satisfaction at the core of every decision and behavior.

Location Requirements:

This is a hybrid position, and the selected candidate must reside within 50 miles of the following Cox office and be able to come in as needed:

4615 E. Elwood St. Suite 300 Phoenix, AZ 85040

Key Responsibilities:

Become proficient in all knowledge base requirements to resolve clients’ needs as efficiently as possible

Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data

Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy

Manage high volume of tasks in a timely and efficient manner

Identify client needs, research issue and provide solutions and/or alternatives

Build sustainable relationships and engage clients by providing best-in-class service

Meet and/or exceed defined key performance indicators

Provide excellent client service and advocacy

Work across the organization as needed to resolve client requests

Effectively communicate to the client how to use any of our client facing tools

Perform other duties as deemed necessary by management

Minimum Qualifications: 

High School Diploma/GED and 5 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 3 years’ experience; OR 7 years’ experience in a related field

Experience with managing Customer/Client Escalations in a Customer Service Environment

Working knowledge and proficiency with Microsoft Office applications

What We Look For (Preferred):

Experience in logistics in the automotive industry

Trained in Multi- Channel Communication

Bilingual

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.