Supervisor, Customer Care

Cox Automotive - USA Job Family Group Customer Care Group Job Profile Supervisor, Customer Care Management Level Supervisor Flexible Work Option Can work remotely anywhere in the specified country Travel % No Work Shift Day

• Compensation includes a base salary in the range of $67,100.00 - $. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

The Supervisor Customer Care provides leadership and oversight for the Customer Care function. Develops and maintains customer contact channel touch points with an emphasis on understanding the customer's point of view and improving customer satisfaction. Defines and implements customer contact engagement strategy, performance objectives and cost optimization. Oversees customer engagement and issue resolution, ensuring that issues are addressed professionally, quickly and in a sustainable manner, while partnering with customers to help maintain preventive maintenance (PM) programs and Department of Transportation (Use the "Apply for this Job" box below). at a best-in-class standard.

• Supervises the efforts of Customer Care team members within a call center environment.
• Ensures team provides timely and effective customer and end-user support.
• Resolves staff inquiries and complex customer issues.
• Maintains quality standards for Customer Care staff.
• Identifies opportunities for department-wide improvement and communicates with management to effectuate change.
• Engages directly with customers to understand issues, ensure effective resolution and identify opportunities to improve Cox products, features and services.
• Acts as escalation point for team technical and process issues and oversees ongoing problem resolution.
• Monitors team performance and takes steps to ensure on-the-job and formal development.
• Listen to live or recorded calls to gauge team member performance on a real-time basis.
• Ensures and reports on schedule adherence, including breaks, lunches and shift-end.
• Manages team projects as assigned.

Minimum High School Diploma/GED and 5 years’ experience in a related field. The right candidate could also have a different combination, such as a bachelor’s degree in a related discipline and 3 years’ experience in a related field; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience

• Analytical Thinking
  - Possesses the knowledge and ability to apply effective analytical techniques and tools. Analyzes organizational issues, determines the root cause and creates alternative solutions that are in the best interest of the business. Approaches situations by defining the issue, determining its significance and identifying the forces, events and people impacting and impacted by the situation s logic and intuition to make inferences about the meaning of data and arrive at conclusions, applying flow charts, diagrams and other tools as necessary.
  
  Able to systematically compare and assess varied alternative solutions.
• Business Acumen
  - Applies knowledge of economic, financial, market, and industry trends to understand and improve individual, work group and/or organizational results. Demonstrates an understanding of major business functions, industry trends and own organization’s position to contribute to effective business strategies and/or tactics. Analyzes economic, financial, market and industry information from multiple sources to identify trends, assess current business strategies and results and/or evaluate specific opportunities.
  
  Articulates the implications of trends for…