Concierge level support as customer’s single point of contact for all buy transactions across all Manheim auction locations. Supports all processes behind the scenes from gavel to delivery of the vehicle to the customer. Partners with department managers, market sales team, all location Office positions, and Customer Service to ensure that all necessary transactions from vehicle sale to delivery for a designated major customer are completed and communicated.,Assist Customer with all Arbitration ... more details
Company
Cox Automotive - USA
Customer Care Group
Lead Customer Care Specialist
Individual Contributor
No remote option; must work at a specified Cox location
Yes, 15% of the time
Day
Compensation
Hourly base pay rate is $27.79 - $41.78/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.
Job Responsibilities:
- Concierge level support as customer’s single point of contact for all buy transactions across all Manheim auction locations. Supports all processes behind the scenes from gavel to delivery of the vehicle to the customer.
- Partners with department managers, market sales team, all location Office positions, and Customer Service to ensure that all necessary transactions from vehicle sale to delivery for a designated major customer are completed and communicated.,
- Assist Customer with all Arbitration Claims and PSI Issues on vehicles purchased at multiple locations.
- Advocate and coordinate Manheim post sale services for assigned customers.
- Assist Customer with any issues/concerns they have with specific vehicles and/or specific locations and work to get the issues/concerns resolved as quickly as possible.
- Build and maintain a relationship with assigned customer and ensure they are receiving the ultimate customer experience from the Ambassador.
- Maintain and grow Manheim buyer market share with assigned customers.
- Collaborates with the OVE Reps of the hand-selling process of cars throughout the market.
- Contact and send out Thank You cards to identified dealers who have attended after being inactive for 60 days. Send other appropriate communication to enhance customer relations.
Qualifications:
Minimum
- High School Diploma or equivalent required
- Strong customer service orientation.
- Excellent communication (written and verbal) and interpersonal skills required.
- Ability to work in a high performance, fast-paced team environment.
- Solid computer skills, including ability to use Internet and MS Office effectively.
- Ability to adapt to and work effectively within a constantly changing environment.
- Excellent customer service and problem solving skills.
- Ability to sit or stand for prolonged periods of time. Ability to perform repetitive tasks. Manual dexterity.
- Vision abilities required include close, distance and depth perception.
Preferred
- 1-2 years of previous management/supervisory experience or 2-4 years of customer service or sales support experience strongly preferred.
Work Environment:
Office setting will vary based on home location with occasional travel through Market locations. Based out of Anaheim with ability to travel to southern CA market location such as Fontana, Oceanside, and Riverside.
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, parental leave, and COVID-19 vaccination leave.
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.
