Customer Care Specialist I

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 Compensation Hourly base pay rate is $16.59 - $24.86/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 Description The Customer Care Specialist I provides responsive, timely support to customers via phone, chat, and email, acting as a single point-of-contact from issue identification through resolution whenever possible. The CCR partners cross-functionally to track, document, and monitor open issues, communicate status updates, and support continuous improvement by identifying process exceptions and best practices. This is a metrics-driven role requiring strong multitasking, prioritization, and customer relationship skills. Key Responsibilities Customer Support & Issue Resolution Serve as a primary customer contact, delivering timely and professional telephone, chat, and email support. Act as the single point-of-contact for customer issues whenever possible, owning issues from identification through resolution rather than transferring. Identify, assess, document, and resolve customer issues while ensuring clear communication of next steps. Track and manage cases using internal systems, documenting issue details, progress, and outcomes. Escalate complex issues appropriately while maintaining ownership and follow-through until resolution. Communication & Cross-Functional Partnership Keep customers and internal stakeholders informed on the status of open issues. Partner with escalation teams and cross-functional groups such as IT, Product, and Manheim/ancillary partners to resolve issues effectively. Identify, document, and monitor exceptions to standard processes and contribute to the development of best practices. Customer Relationship Management Maintain and strengthen relationships with existing customers through problem-solving and consultation. Educate dealers and customers on Manheim processes and ancillary partner offerings. Deliver a professional, customer-first experience that supports retention and satisfaction. Continuous Improvement & Knowledge Sharing Collaborate across departments to support training on resolving common client issues. Adhere to Customer Care standards, policies, and procedures while contributing to ongoing process improvements. Minimum Qualifications High School Diploma or GED required Minimum of 1 years of call center and/or client-facing experience Flexibility to work evenings, weekends, and holidays as required Ability to multi-task and prioritize in a fast-paced environment Foundational knowledge of computers and technology, including internet and email Excellent verbal and written communication skills, particularly in phone and email interactions Experience working in a metrics-driven contact center environment Ability to operate effectively under tight pressure Preferred Qualifications College degree or equivalent experience Experience in the automotive industry Familiarity with CRM or case management systems 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. Benefits 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. 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.