Lead Customer Care Specialist (Manheim

Job Summary

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Lead Customer Care Specialist Management Level Individual Contributor Flexible Work Option Hybrid - Ability to work remotely part of the week Travel % No Work Shift Day Compensation

Hourly base pay rate is $24.23 - $36.35/hour. The hourly base rate 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. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

The Lead Customer Care Specialist provides leadership and operational support to a team of Customer Care Specialists, ensuring exceptional customer experience across all contact channels. This role combines advanced technical support, and continuous improvement responsibilities. The Team Lead serves as the first point of contact for frontline agents, resolves complex escalations, and partners with cross-functional teams to enhance processes, tools, and training.

• Lead, coach, and develop Customer Care Specialists to achieve performance goals and quality standards.
• Conduct onboarding and ongoing training sessions; foster a culture of empowerment, accountability, and customer focus.
• Provide advanced technical support and resolve complex or unique customer inquiries, including fraud-related escalations.
• Perform root cause analysis and implement sustainable solutions for recurring issues.
• Analyze customer feedback (e.g., Medallia surveys) and operational trends to identify improvement opportunities.
• Define and lead process improvement initiatives in collaboration with Product, Engineering, QA, and Workforce Management.
• Leverage and optimize AI-powered tools (chatbots, SMS automation, Genesys Pure Cloud) to streamline interactions.
• Train team members on effective use of AI tools; monitor performance and provide feedback for enhancements.
• Serve as liaison between Customer Care, WFM, QA, and other departments to ensure seamless service delivery.
• Maintain accurate documentation and reporting of customer interactions and team performance metrics.
• Perform related duties as assigned by the supervisor.

• High School Diploma/GED and 7 years’ experience in a related field.
• OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years’ experience OR 9 years’ experience in a related field May require technical certification or associate degree.
• Extensive customer service experience.
• Requires advanced job proficiency gained through job-related training and broad-based experience.
• Speaks clearly and persuasively in both positive and negative situations; listens and gets clarification; responds well to questions.
• Ability to write clearly and effectively and document activities.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; puts success of team above own interests; able to build morale and group commitments to goals and objectives.
• Independently handles high-level, complex assignments.

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 are a drug-free workplace, so the 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 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.
• Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement…