Customer Care Specialist

The position of Customer Care Specialist I entails being the primary customer support for our contact-center. Success in this position requires that the CCS I is 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 CCS I is empowered to make decisions that will eliminate impedance for our customers to buy cars. This empowerment requires the CCS I to be confident in both the knowledge of the business as well as Manheim’s product offerings.

General Responsibilities:

· The CCS I will partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions to the standard processes to create a list of best practices.

· Maintaining relationships with existing customers includes problem solving by the CCS I, by consulting with dealers and educating them about Manheim and ancillary partners.

· Part of this process will include identifying, assessing and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product, or any such Manheim Partners.

· May work across other departments to train on resolving different client issues.

· The CCS I will provide responsive, timely telephone, chat and email support. The CCS I shall personally act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts).

· The CCS I will also oversee/monitor the resolution to all problems, regardless of delegation to other departments.

Qualifications:

Minimum

· High School Diploma or GED required College degree or equivalent experience preferred.

· Minimum of 2 years of Call center and/or client interfacing experience

· Schedule – must have flexibility to work evenings, weekends, and holidays as required

Preferred

· Multi-task and prioritize required. Ability to handle multiple projects/tasks at a time.

· Understand foundational levels of computers and technology, internet, email

· Excellent oral and written communication skills, particularly in a phone or email context,

· Experience working in a contact center metrics-driven environment

· Strong communication skills and basic computer knowledge

· Ability to operate under tight pressure

· Experience working in the automotive industry

Work Environment:

Occasional exposure to fumes, odors, and weather conditions.

Job Types: Full-time, Part-time

Pay: $18.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Shift:

• 8 hour shift
• Day shift

Work setting:

• In-person

Work Location: In person