63 applicants

Company

Cox Automotive Inc. · 2 days ago

Lead Customer Care Specialist

Full-time

Remote

Senior Level

$23.17/hr - $34.81/hr

7+ years exp

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Comp. & Benefits

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Responsibilities

Ensures the highest level of support for problematic customer inquiries.

Resolves difficult and often unique customer questions and complaints.

Performs root cause analysis to determine underlying issues and ensure sustainable resolution.

Serves as liaison between customers, various departments and management.

Ensures that appropriate records, required reports and related administrative functions are accurate and up-to-date.

Works with management to understand trends and perform root cause analysis.

Provides advanced technical support, addressing issues from large CB customers and advising and consulting with team members to help address complex and difficult customer issues.

Ensures the highest level of support for problematic customer inquiries.

Resolves difficult and often unique customer questions and complaints.

Performs root cause analysis to determine underlying issues and ensure sustainable resolution.

Serves as liaison between customers, various departments and management.

Ensures that appropriate records, required reports and related administrative functions are accurate and up-to-date.

Works with management to understand trends and perform root cause analysis of recurring issues and problems.

Defines and leads the implementation of Customer Care continuous process improvement initiatives.

Monitors Customer Care trends and recurring issues, working with product, engineering and technical colleagues to recommend and support implementation of improvement initiatives.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SupportRoot Cause AnalysisAdministrative ExperienceMicrosoft ExcelTechnical SupportAutomotive Industry ExperienceOffice Equipment OperationProcess ImprovementClerical Skills

Required

High School Diploma/GED.

7+ years previous clerical or administrative experience required.

Proficiency in Microsoft Excel required.

Must be able to operate adding machines and other office equipment (i.e., copier, fax machine, etc.).

Ability to sit or stand for prolonged periods of time.

Preferred

9+ years of clerical or administrative experience in the automotive industry preferred.

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, parental leave, and COVID-19 vaccination leave.

Health care insurance (medical, dental, vision)

Retirement planning (401(k))

Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)