Sr Customer Care Specialist; Manheim

Job Scope

The primary responsibilities of the Senior Logistics Concierge in the Contact Center are to assist the Contact Center Representatives and Logistics Concierges in providing exemplary customer service to our customers, clients, and vendors while meeting and exceeding department metrics. The Senior Operations Concierge will support team members and the broader team with more challenging situations, monitor escalations, and act as a liaison between the Contact Center and other departments within the company.

• Serve as an escalation point for CCRs needing assistance with more in-depth customer requests.
• Assist in (or conduct) training CCRs in new products, pricing, services, and processes/procedures.
• Consult supervisor as needed for problem/complex request resolutions.
• Provide input for improvements, diagnostic tools, and process changes.
• Monitor queues to proactively look for trends, changes, and potential issues.
• Back log management.
• Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation, including central functions such as IT or Product, or any such department.
• Consult and maintain relationships with dealers and carriers to educate them about Manheim, Ready, and Central Dispatch.
• May also perform additional duties such as data analysis, project management, reporting, and training.
• Travel – infrequent.
• Maintain a friendly and professional tone and demeanor.
• Can‑do attitude, self‑starter with a willingness to assist in all functional areas as needed.

• Capable of interacting effectively with clients and vendors as well as managers and peers.
• Working knowledge and proficiency with Microsoft Office applications and Salesforce.
• Excellent verbal and written communication and interpersonal skills. Bilingual a plus.
• Effective problem‑solving and technical troubleshooting skills.
• Ability to work independently as well as in a team environment.
• Ability to manage multiple projects simultaneously.
• Ability to work different shifts (must be available from M‑F 5:00 p.m. to 5:00 a.m. and Saturday).
• Willingness to work overtime.

• High School Diploma / GED required.
• 3 years of experience with customer service and/or call center.
• 3 years automotive industry and/or logistics experience preferred.
• Servant team member with ability to build strong trusted relationships.

• Lengthy periods of sitting or standing in an office environment.
• Hybrid position.

The posting is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Hourly pay rate is in the range of $22.02 – $33.08 per hour, which 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. The position may be eligible for additional compensation, including commission and/or an incentive program.

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.

EOE, including disability/vets.