Customer Care Specialist ; NextGear Capital

Job Overview

Next Gear Capital, a Cox Automotive brand, is currently looking for a Customer Care Specialist to join our Client Experience Team. You will handle inbound calls, chats, and SMS messages regarding accounts and service inquiries from our client base and work closely with all internal departments to identify and resolve client concerns. This Hybrid Call Center position’s hours of operation mostly fall inside or between the hours of 9:00 AM – 8:00 PM, EST (Closed Saturday, Sunday, Most Holidays).

• Receive inbound calls, chats, and SMS messages from Automotive Dealers, Automotive Auctions, and internal clients.
• Answer routine questions, follow guidelines, and use judgment based on experience.
• Maintain organization on case management, chats, SMS messages, and service tickets while responding promptly.
• Engage customers and determine how to assist them regarding their Next Gear Capital line of credit.
• Learn and implement an understanding of automotive titles and consumer loan structure on vehicle loans.
• Build positive customer relationships by asking questions, actively listening, and offering solutions in a considerate and professional manner.
• Provide accurate documentation of client inquiries and report case status and resolution.
• Make outbound calls to dealers and/or automotive auctions as needed to facilitate business requirements.
• Refer more complex issues to senior specialists or management.
• Use company proprietary software for research, case management, data entry, and account follow‑up activity.
• Build working relationships with other customer care representatives and internal departments.
• Follow instructions and maintain workflow standards with integrity.
• Attain production, quality goals, and metric standards such as quality phone interactions and schedule adherence.
• Adhere to all general company policies and procedures regarding attendance and conduct.
• Perform other duties as necessary and be willing to work a flexible schedule, including occasional mandatory overtime between 9:00am and 8:00pm Eastern time.

• High school diploma or GED.
• Generally less than 2 years of experience and exhibit ability to work in a fast‑paced, evolving team environment.
• Strong verbal and written communication skills and ability to interact clearly with a diverse customer base.
• Demonstrated problem‑solving and analytical skills with the ability to walk others through complicated processes.
• High‑speed internet available at home and ability to be wired (not Wi‑Fi).
• Knowledge of how to operate a Windows PC and basic home networking router/modem basics.
• Physical ability and mental acuity to execute duties within required time frames to meet business requirements.

• Previous call center and/or automotive industry experience is preferred but not required.

To be employed in this role, a pre‑employment drug test must be cleared. Cox Automotive does not administer a pre‑employment marijuana test for this position. However, we are a drug‑free workplace, and 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.

• Employees are eligible for a minimum of sixteen hours of paid time off every month and seven paid holidays each year.
• Additional paid time off for bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• 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).

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.