Customer Care Specialist ; NextGear Capital

Customer Care Specialist I (Next Gear Capital)

Next Gear Capital, a Cox Automotive brand, is currently hiring a Customer Care Specialist to join our Client Experience Team. This hybrid call center role involves working remotely 3 days per week with 2 days in office.

Hours of operation are Monday – Friday, 9:00 am – 8:00 pm EST. Applicants must be able to work any shift within these hours.

• 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 across 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 apply knowledge of automotive titles and consumer loan structure on vehicle loans.
• Build positive customer relationships by asking questions, actively listening, and offering solutions professionally.
• Document client inquiries accurately and report case status and resolution.
• Make outbound calls to dealers and/or automotive auctions as needed to facilitate business needs.
• Escalate more complex issues to senior specialists or management.
• Use proprietary company 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.
• Achieve 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 work a flexible schedule, including occasional mandatory overtime (9 am – 8 pm Eastern time, 8‑hour shift).

• High School Diploma or GED.
• Generally, less than 2 years of experience.
• Ability to work in a fast‑paced, evolving team environment and prioritize tasks.
• Strong verbal and written communication skills with the ability to interact with a diverse customer base.
• Problem‑solving and analytical skills with the ability to walk others through complex processes.
• High‑speed internet connection at home and wired internet (no Wi‑Fi).
• Basic knowledge of Windows PC and home networking router/modem.
• Physical and mental ability to perform job duties within required time frames.

Hourly base pay rate is $16.15 – $24.23 per hour. The rate may vary within this range based on location and candidate qualifications. The position may be eligible for commission and/or incentive program.

Employees are eligible to receive at least sixteen hours of paid time off each month and seven paid holidays per year. Additional paid time off is available for bereavement leave, voting leave, jury duty leave, volunteer time off, military leave, and parental leave.

This is a hybrid remote position. Applicants must work 3 days per week remotely and attend 2 days in-office.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.