Overview

<b>Job Scope</b></p><b><br /></b></p>This position resides at the Manheim Logistics corporate office in Phoenix, Arizona and will assist in the supervision of the Central Dispatch Call Center, and related staff functions. This role provides leadership to front-line Customer Service Representatives responsible for handling customer onboarding and addressing customer inquiries and issues. This role requires one to work independently with little to no supervision and to provide immediate availability, must be professional. Knowledge of Manheim’s products and services is preferred. This individual ensures that client and corporate service, quality and performance, financial, metric and team member satisfaction goals are met. This role also provides training and development opportunities for the frontline coordinators. This role will be empowered to make decisions that will eliminate impedance for our customers to buy cars.</p><b><br /></b></p><b>Key Responsibilities:</b></p><b><br /></b></p>• Monitor call center performances along with KPI have and provide continuous feedback to coordinators to improve customer satisfaction, coordinator performance and cost controls<br />• Improving performance by raising efficiency and meeting performance targets for speed, efficiency, quality and positive customer experience<br />• Provide direction and mentoring to team members who are responsible for receiving inbound customer contacts and service requests from our customer base<br />• Maintain Service Levels across all customer contact media types (Telephone, E-mail, Web Requests, Web Chat, etc.) and develop action plans to ensure objectives are continually met<br />• Train, retain, coach and develop team members using excellent leadership and management skill<br />• Communicate with other departments and management to resolve problems and expedite work projects based on priority<br />• Interprets and communicate work procedures and company policies to staff as needed<br />• Assists team members in resolving problems and completing work<br />• Serve as the escalation point of contact to resolve complaints and answers questions of customers regarding services and procedures<br />• 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<br />• Effectively integrate new processes and products into SOP (standard operating procedures) and monitor results<br />• Ability to lead, motivate people in a fast paced, rapidly changing environment, empower and develop a customer-focused culture<br />• Strong problem-solving skills and demonstrated effectiveness in making decisions<br />• Support company initiatives related to the customer’s need<br />• Individual demonstrates a positive attitude and ability to effectively deal with market and customer requirements and demands<br /></p>Qualifications:<b>Skills and Experience Required:</b></p><b></b><br />• Very strong telephone skills<br />• Prior supervisory experience preferred<br />• Ability to develop and maintain quality, long-term relationships<br />• Skilled at managing multiple tasks in fast paced, quickly changing environment<br />• Strong written and verbal communication skills<br />• Must be detail oriented with good judgment and problem solving skills<br />• Be able to communicate effectively and professionally<br />• Ability to effectively supervise a small team<br />• Able to work efficiently under pressure<br />• Self-motivated, reliable and dependable<br />• Experienced with Microsoft operating systems<br />• Demonstrate a stable employment history<br />• Automotive industry knowledge is preferred</p><b><br /></b></p><b>Education:</b></p><b><br /></b></p>High school or equivalent, Bachelor’s degree preferred.</p><br /><p><strong>About Cox Automotive</strong></p><p>Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company&rsquo;s 34,000-plus team members and family of brands, including Autotrader&reg;, Clutch Technologies, Dealer.com&reg;, Dealertrack&reg;, Kelley Blue Book&reg;, Manheim&reg;, NextGear Capital&reg;, VinSolutions&reg;, vAuto&reg;&nbsp;and Xtime&reg;,&nbsp;are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20&nbsp;billion.&nbsp;<a href="https: urldefense.proofpoint.com/v2/url?u=http-3A__www.coxautoinc.com&amp;d=DwMGaQ&amp;c=QvQrCjPtO9cKGOfGYlNgXQ&amp;r=8XOdfSnNPGfYdygIFasepOr51_P-gq_nFG4U11TpNp8&amp;m=Jh6Zy7GvradIiTfMSw66Ymm8GOdPPKiZxNk4BEzPrXs&amp;s=r_Rfb-QsOxFU77JGX0aGjL-LZ_EnnDrxYy3ybjvUlIk&amp;e=" rel="no-follow">www.coxautoinc.com</a></p><p>Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual&rsquo;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.</p><p>Statement to ALL Third-Party Agencies and Similar Organizations:&nbsp; Cox accepts resumes only from agencies with which we formally engage their services.&nbsp;&nbsp; Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.</p><p>&nbsp;</p>


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