Senior Manager, Customer Care

Job not on LinkedIn

🔥 0 minutes ago

🏈 Alabama, Arizona, +39 more states – Remote

🏈 Alabama – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🦞 Maine – Remote 🦬 Montana – Remote 🌾 Nebraska – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌾 North Dakota – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote 🦬 Wyoming – Remote

💵 $101.5k - $169.1k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Cox Enterprises

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1898

🚘 Automotive

📡 Telecommunications

🚗 Transport

💰 Seed Round on 2014-12

Automotive • Telecommunications • Transport

Cox Enterprises is a leading communications, media, and automotive services company with a mission to solve pressing challenges while building a more connected, mobile, and sustainable world. With over 125 years in business, Cox has invested over $1 billion in sustainable businesses and technology, generating $23 billion in revenue. The company comprises divisions like Cox Communications and Cox Automotive, which provide various B2B technology solutions and automotive services. Cox values innovation, inclusion, and the power of connection, aiming to foster a work environment where diverse voices are heard and respected. The company's commitment to sustainability and social impact is recognized by awards and certifications, such as being named a zero-waste business by Zero Waste USA.

📋 Description

• Lead a team of leaders and front-line team members working with Manheim clients and operational groups to ensure a high level of client experience • Work closely with auctions, product and sales teams, and third-party vendors • Review work volumes and plan and continuously monitor staffing levels for efficiency, quality, and effective customer service • Review departmental performance against KPIs and metrics and develop and execute improvement strategies • Assist with administrative operations, including work priorities, workforce scheduling, attendance policies, and problem resolution • Partner with Manheim operating locations, Manheim Corporate, and other Cox Automotive teams to address auction customer service issues • Represent the client perspective in developing auction, OVE.com, Simulcast, and Manheim.com business practices, processes, and policies • Collaborate with Client Services leadership on service levels and CS/Cox Automotive projects • Analyze KPI trends and ensure processes address and resolve issues • Monitor service delivery and sales/potential sales metrics and execute actions to close gaps • Ensure consistent coaching and training methods to foster continuous improvement • Maintain communication with departments and management to coordinate activities and ensure high-quality service • Participate in operational process development and project implementation • Lead functional leaders and employees responsible for contact center operations performance • Recruit, select, orient, train, develop, counsel, and discipline assigned staff as necessary • Plan, monitor, and evaluate job performance and conduct performance appraisals • Lead by example, champion Cox/Manheim values, and ensure respectful treatment of employees • Enforce company policies and procedures related to employee and customer conduct • Perform other duties as assigned

🎯 Requirements

• BA/BS degree with 8+ years of relevant work experience and at least 3 years’ experience in a management/leadership role; or equivalent combination of education and work-related experience • BA/BS degree in a related field and 10 years related experience with at least 3 years’ experience in a management or lead role; or equivalent combination of education and work-related experience • Extensive contact center and/or client interfacing experience preferred • Strong customer service orientation • Excellent written and verbal communication and interpersonal skills • Ability to foster productive and professional internal and external business relationships • Ability to performance manage and coach a team • Effective management, customer service, and organizational skills • Knowledge of contract and title regulations • Experience managing teams responsible for achieving KPI results in quality, hold times, and voice of customer survey results • Experience managing client escalations to achieve satisfactory resolution • Strong computer and software knowledge • Knowledge of CRC-related systems, including Genesys and Salesforce • Ability to sit or stand for prolonged periods • Ability to perform repetitive tasks • Manual dexterity • Must clear a pre-employment drug test • Must be currently 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 the future

🏖️ Benefits

• Flexible vacation with pay • Seven paid holidays throughout the calendar year • Up to 160 hours of paid wellness annually for the employee or family members • Bereavement leave • Time off to vote • Jury duty leave • Volunteer time off • Military leave • Parental leave • Health care insurance (medical, dental, vision) • Retirement planning (401(k)) • Paid days off including sick leave, parental leave, flexible vacation/wellness days, and/or PTO • Potential eligibility for an incentive program • Remote work option anywhere in the specified country