Senior Customer Care Specialist

About the role

As a Senior Customer Care Specialist, you will handle inbound calls, texts, chats, and emails regarding account and service inquiries about our client's line of credit. This includes escalation and being able to handle escalated situations professionally. You will work closely with all internal departments to identify and resolve client concerns. Ideal candidates should be dynamic and ambitious individuals excited to work with our clients. This is a Hybrid Call Center position.

Responsibilities

• Receive inbound calls, chats, SMS messages, and emails from Automotive Dealers, Automotive Auctions, and internal clients.
• Answer moderately to highly complex questions, following guidelines and using judgment based on experience.
• Stay organized on case management, email messaging, chats, SMS messages, and service tickets while responding promptly.
• Handle escalated client and auction client inquiries, servicing tickets, and issues.
• Learn and implement an understanding of automotive titles and consumer loan structure on vehicle loans.
• Build positive customer relationships by asking questions, actively listening, and offering solutions in a considerate and professional manner.
• Make outbound calls to dealers and/or automotive auctions as needed to help facilitate business needs.
• Use company proprietary software for research, case management, data entry, and account follow‑up activity.
• Provide formal and informal support and training to less experienced team members.
• Represent NextGear Capital Customer Care to other internal departments or other Cox Automotive business units.
• Support the implementation of continuous process improvement initiatives.
• Provide technical support to all internal and external clients, such as password resets, contact information updates, and website troubleshooting.
• Monitor Customer Care process and procedure documentation within the online database to identify updates, ongoing issues, and areas of concern, reporting to management on findings and improvement opportunities.
• Assist with special projects and initiatives as assigned.
• Attain production and quality goals and metric standards such as quality phone interactions and schedule adherence.
• Adhere to all general company policies and procedures regarding attendance and conduct.
• Mentor knowledge to others in 1‑on‑1 or classroom settings after training.
• Perform other duties as necessary and work a flexible schedule as needed, including occasional mandatory overtime between 9 am and 8 pm Eastern time.

Requirements

• High school Diploma or GED.
• 5 years of relevant professional work experience OR Associate's, BA/BS Degree + 3 years' experience.
• Ability to work in a fast‑paced and evolving team environment, capable of prioritizing tasks and duties.
• Strong verbal and written communication (grammar) skills with proven ability to interact clearly with a vast customer base across socioeconomic levels.
• Demonstrated problem‑solving and analytical skills with the ability to walk others through complicated processes.
• High‑speed internet available at home,