Sr Customer Care Specialist (Manheim)

Key Responsibilities

• Serve as an escalation point for CCRs needing assistance with more in-depth customer requests.
• Aid in (or conduct) training CCRs in new products, pricing, services, and processes/procedures.
• Consult supervisor as needed for problem/complex request resolutions.
• Provide input for improvements, diagnostic tools, and process changes.
• Monitor queues to proactively look for trends, changes, and potential issues.
• Back log management: Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation.
• Consult and maintain relationships with dealers and carriers to educate them about Manheim, Ready and Central Dispatch.
• May also perform additional duties such as data analysis, project management, reporting, and training.

Skills

• Capable of interacting effectively with clients and vendors as well as managers and peers.
• Working knowledge and proficiency with Microsoft Office applications and Sales Force.
• Excellent verbal and written communications and interpersonal skills.
• Bi-lingual, a plus.
• Effective problem solving and technical troubleshooting skills.
• Ability to work independently as well as in a team environment.
• Ability to manage multiple projects simultaneously.

Qualifications

• High School Diploma / GED Required.
• 3 years experience with customer service and/or call center.
• 3 years automotive industry and/or logistics experience preferred.
• Servant team member with ability to build strong trusted relationships.

About the Role

The Sr Operations Concierge supports team members and the broader team with more challenging situations, monitors escalations, and acts as a liaison between the Contact Center and other departments within the company. They provide input for improvements, diagnostic tools, and process changes, and manage backlogs by identifying, assessing, and resolving issues. They also consult and maintain relationships with dealers and carriers to educate them about Manheim, Ready, and Central Dispatch.

Benefits

• Eligible for a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.
• 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.

Pay

USD 22.02 - 33.08 per hour. The hourly base rate may vary within the anticipated 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 commission (annual, monthly, etc.) and/or an incentive program.