Job Description

The Supervisor Customer Care provides leadership and oversight for the Customer Care function. Develops and maintains customer contact channel touch points with an emphasis on understanding the customer’s point of view and improving customer satisfaction. Defines and implements customer contact engagement strategy, performance objectives and cost optimization. Oversees customer engagement and issue resolution, ensuring that issues are addressed professionally, quickly and in a sustainable manner, while partnering with customers to help maintain preventive maintenance (PM) programs and Department of Transportation (DOT) compliance at a best-in-class standard.

Responsibilities

• Supervises the efforts of Customer Care team members within a call center environment.
• Ensures team provides timely and effective customer and end-user support.
• Resolves staff inquiries and complex customer issues.
• Maintains quality standards for Customer Care staff.
• Identifies opportunities for department-wide improvement and communicates with management to effectuate change.
• Engages directly with customers to understand issues, ensure effective resolution and identify opportunities to improve Cox products, features and services.
• Acts as escalation point for team technical and process issues and oversees ongoing problem resolution.
• Monitors team performance and takes steps to ensure on-the-job and formal development.
• Listen to live or recorded calls to gauge team member performance on a real-time basis.
• Ensures and reports on schedule adherence, including breaks, lunches and shift-end.
• Manages team projects as assigned.

Qualifications

Minimum

• High School Diploma/GED and 5 years’ experience in a related field.
• The right candidate could also have a different combination, such as a bachelor’s degree in a related discipline and 3 years’ experience in a related field; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience.

Preferred

• Degree in related discipline strongly desired.
• Experience in industry desired.

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

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. 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.