Customer Care Specialist I

• 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.

• 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.

• 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.

• 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.

• High School Diploma or GED required
• Minimum of 1years 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

• College degree or equivalent experience
• Experience in the automotive industry
• Familiarity with CRM or case management systems

What We Do

For well over a century Cox Enterprises has been shaping the future with daring ideas and values-driven thinking. Since our founding in 1898 our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries as well as in new ventures in agriculture cleantech digital media and more. As a privately-held family-owned business we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth amazing benefits and work-life balance at the forefront. Our mission our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.

Why Work With Us

At our core Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance live well and achieve your career goals even as they change over time.

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