Company

Cox Automotive - USA

Customer Care Group

Supervisor, Customer Care

SupervisorNo remote option; must work at a specified Cox location

Yes, 5% of the time

Variable

Compensation

Compensation includes a base salary of $72,100.00 - $108,100.00. The base salary may vary within the anticipated base pay 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 an incentive program.

This position resides at Manheim NJ and will assist in the management of the Client Responsiveness center, and related staff functions.  This role provides leadership to front-line team members responsible for handling client inquiries and issues.  The role requires one to work independently with little or no supervision and must be knowledgeable of Manheim’s products and services.  This individual ensures that client and corporate service, quality, performance, financial, metric, and associated satisfaction goals are met.  Training and development opportunities for frontline team members are key goals of this role.

Key Responsibilities

• Monitor Center performances along with KPIs and provide continuous feedback to coordinators to improve customer satisfaction, coordinator performance and cost controls.

• Improving performance by raising efficiency and meeting performance targets for speed, efficiency, quality and positive customer experience

• Provide direction and mentoring to coordinators who are responsible for receiving inbound client contacts and service requests from our from our B2B customer base.

• Maintain Service Levels across all customer contact media types (Telephony, E-mail, Web Requests, Web Chat, etc.) and develop action plans to ensure objectives are continually met.

• Train, retain, coach and develop coordinators using excellent leadership and management skill

• Communicate with other departments and management to resolve problems and expedite work projects based on priority

• Interprets and communicate work procedures and company policies to staff as needed

• Assists coordinators in resolving problems and completing work

• Serve as the escalation point of contact to resolve complaints and answers questions of customers regarding services and procedures

• Experience working in the call center environment as an Agent, Representative, Supervisor, Process Analyst, Quality Analyst, Workforce Management Analyst, Data Analyst, Customer Satisfaction  Analyst, or Consultant

• Effectively integrate new processes and products into SOP (standard operating procedures) and monitor results

• Ability to lead, motivate people in a fast paced, rapidly changing environment, empower and develop a customer-focused culture

• Strong problem solving skills and demonstrated effectiveness in making decisions

• Support company initiatives related to the customer’s need.

• Individual demonstrates a positive attitude and ability to effectively deal with market and customer requirements and demands.

Core Competencies:

Change & Innovation

• Demonstrated ability to adjust to a fast paced changing environment with multiple projects, deadlines and customer demands

• Demonstrated ability to create new process and innovative approaches to contact center management.

• Demonstrated ability to lead change efforts, gain support and carry out large change initiatives.

Client Focus

• Demonstrated ability to meet multiple, demanding and challenging customer needs, using a variety of methods, best practice and feedback.

• Demonstrated knowledge in sales skills specifically in relationship selling by uncovering customer needs, matching needs to products and education.

Collaboration

• Demonstrated ability to collaborate and work in a matrix organization taking direction and support from multiple organizations.

• Demonstrated results in building lasting relationships cross functionally in a complex organization.

Drives Results

• Demonstrated results in meeting multiple deadlines, coordinating complex projects, events and or learning activities.

• Demonstrated aptitude to focuses on customer needs and requirements.

• Sets high standards of performance for self and others.

• Demonstrated skill to quickly identifies appropriate course of action.

• Demonstrated results in budgets and resource management.

Effective Communication

• Exhibits good listening and comprehension skills

• Demonstrated skill and proficiency in instruction, facilitation and training design and development principles

• Demonstrated ability to communicates ideas clearly and effectively

• Demonstrates an ability to fosters open communication

• Uses appropriate language and grammar

• Shows ability to convey clear written messages (organized, easy to follow).

• Delivers presentation in professional and easy to follow manner.

Develops Self and Others

• Demonstrates the ability to learns from experiences

• Shows progression to actively pursues learning and self-development.

• Utilizes personal strengths to maximize performance.

• Identifies weaknesses to target development and/or finds alternative approaches.

Leads Effectively

• Clearly communicates importance of team’s vision, direction & priorities.

• Champions and integrates necessary changes smoothly.

• Leverages individual strengths and skills to achieve team goals.

• Displays expertise when creating solutions.

• Builds talent pools to ensure continued success (if applicable)

• Uses appropriate influencing strategies to gain agreement.

• Displays a genuine interest in the well-being of others.

Minimum Qualifications:

• 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.

• Possess a positive attitude and ability to effectively manage changing demands.

• Strong advocate of Culture and continually reinforces the company Mission, Vision and Values.

• Excellent organizational and problem-solving skills

• Present a professional and positive image by adhering to organizational policies and procedures. 

• Flexible work schedule to meet the needs of the 365/7 work environment

Preferred Qualifications:

• 6+ Automotive Industry experience preferred

• Bilingual in Spanish and English

• 2+ years Supervisory or Team Lead experience is preferred

• An undergraduate degree is preferred.

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.

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.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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.