Customer Care Specialist II

Client Service Representative (Call Center Rep)

The position of Client Service Representative (Call Center Rep) entails being the primary customer support for our contact center. Success in this position requires that the CSR be able to work independently with little to no supervision to provide immediate availability, be professional, provide documentation within our systems, and be knowledgeable of Manheim's products and services. The CSR is empowered to make decisions that will eliminate impediments for our customers to buy cars.

This empowerment requires the CSR to be confident in both the knowledge of the business as well as Manheim's product offerings.

• Partner with all parties informed of the status of open issues and work closely with escalation partners to identify, document, and monitor exceptions to the standard processes to create a list of best practices.
• Maintain relationships with existing customers by consulting with dealers and educating them about Manheim and ancillary partners.
• Identify, assess, and resolve issues and determine who needs communication on these issues, including central functions such as IT, Product, or other Manheim Partners.
• Work across other departments to train on resolving different client issues.
• Provide responsive, timely telephone, chat, and email support, acting as the single point-of-contact for issues from identification through resolution, while overseeing all problem resolutions.

• Minimum:
  High School Diploma or GED and 3 years' experience in a related field.
• or a combination of a bachelor’s degree or certification beyond high school and up to 1 year of experience; or 5 years' experience in a related field.

• Ability to handle a high volume of inbound and outbound calls.
• Tremendous customer service skills.
• Detail oriented, great at problem solving, accurate and thorough, and able to maintain high quality work independently.
• Excellent speaking, listening, and writing, with clear documentation.
• Teamwork: balances team and individual responsibilities, exhibits objectivity and openness, builds morale, and prioritizes team success.
• 2+ years of DMV, lender, or dealership title experience.
• 2+ years customer service experience.

• Health care insurance (medical, dental, vision)
• Retirement planning (401(k))
• Paid days off: sick leave, parental leave, flexible vacation/wellness days, and/or PTO

Cox is an Equal Employment Opportunity employer – all qualified applicants and 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 a disability, unless such accommodations would cause an undue hardship.