Senior Customer Care Specialist

Sr Customer Care Specialist

As a Senior Customer Care Specialist, you will handle inbound calls, texts, chats, and emails regarding account and service inquiries about our client's line of credit. This includes escalation and being able to handle escalated situations professionally. You will work closely with all internal departments to identify and resolve client concerns. Ideal candidates should be dynamic and ambitious individuals excited to work with our clients.

This is a Hybrid Call Center position. Hours of operation mostly fall inside or between the hours of 9:00 AM - 8:00 PM, EST (Closed Saturday, Sunday, Most Holidays).

Primary duties/key responsibilities:

• Receive inbound calls, chats, SMS messages, and emails from Automotive Dealers, Automotive Auctions, and internal clients.
• Answer moderately to highly complex questions, following guidelines and using judgment based on experience.
• Staying organized on case management, email messaging, chats, SMS messages, and service tickets while responding promptly.
• Handle escalated client and auction client inquiries, servicing tickets, and issues.
• Being willing to 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.
• Make outbound calls to dealers and or automotive auctions as needed to help facilitate business needs.
• Use company proprietary software for research, case management, data entry, and account follow-up activity.
• May provide formal and informal support and training to less experienced team members.
• Represent Next Gear Capital Customer Care to other internal departments or other Cox Automotive business units.
• Supports the implementation of continuous process improvement initiatives.
• Provide technical support to all internal and external clients, such as password resets, contact information updates, and website troubleshooting.
• Monitors Customer Care process and procedure documentation within our online database to identify updates, ongoing issues, and areas of concern, reporting to management on findings and improvement opportunities.
• Assist with special projects and initiatives as assigned.
• Attain production and 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.
• Be willing, after you are trained, to pay it forward, by mentoring your knowledge to others either in 1 on 1 or classroom settings.
• Perform other duties as necessary and can work a flexible schedule as needed, including occasional mandatory overtime between hours ranging from 9 am till 8 pm Eastern time, 8-hour shift.

Required experience & specialized knowledge and skills:

• High school Diploma or GED
• 5 years of relevant professional work experience OR Associate's, BA/BS Degree + 3 years' experience
• Exhibit's ability to work in a fast-paced and evolving team environment, capable of prioritizing tasks and duties
• Strong verbal and written communication (grammar) skills with proven ability to interact clearly with a vast customer base on socioeconomic levels.
• Demonstrates problem-solving and analytical skills with the ability to walk others through complicated processes.
• You must have high-speed internet available in your home and be able to be wired and not on Wi-Fi.
• Knowledge of how to operate a Windows PC, Home Networking Router/Modem basics
• Bilingual is a plus (Spanish)

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…