Customer Care Specialist I (NextGear Capital)

Company

• Cox Automotive - USA
• Job Family Group
• Customer Care Group

Job Profile

• Customer Care Specialist I
• Management Level
• Individual Contributor
• Flexible Work Option
• Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Key Responsabilities:

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.

Staying organized on case management, chats, SMS messages, and service tickets while responding promptly.

Engage customers and determine how to assist them regarding their Nextgear Capital line of credit.

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.

Provide accurate documentation of client inquiries and report case status and resolution.

Make outbound calls to dealers and or automotive auctions as needed to help facilitate business needs.

Refer more complex issues to more senior specialists or management.

Use company proprietary software for research, case management, data entry, and account follow-up activity.

Build working relationships with other customer care representatives and other internal departments.

Follow instructions and maintain workflow standards with integrity.

Attain 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 can work a flexible schedule as needed, including occasional mandatory overtime between hours ranging from 9 am to 8 pm Eastern time, 8-hour shift.

Minimum Requirement & Specialized Knowledge and Skills:

• Highschool Diploma or GED
• Generally, less than 2 years of 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 skills with a 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

Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes in order to meet business requirements.

Other duties as needed or required

Preferred:

Previous Call Center and/or Automotive Industry experience is preferred but not required.

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 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.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

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

EOE, including disability/vets

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.