Customer Experience Team Lead at Next Gear Capital, Mississauga

Location
MISSISSAUGA
Salary
competitive
Posted
Jul 18, 2019
Metro Area
Other
Duration
Full Time

 

About
NextGear Capital Canada

 

 


 

NextGear Capital is a subsidiary of Cox Automotive and one of the
world's largest automotive inventory financing institutions. NextGear
Capital, together with its affiliates, provides flexible lines of credit and
capital solutions to over 22,000 dealer clients worldwide. The company
offers state-of-the-art online and mobile account management tools,
market-specific industry analytics, dealer performance data and collateral
protection to its clients globally. NextGear Capital Corporation is a Canadian
company owned and operated by Cox Automotive Canada. For more information about
NextGear Capital Canada, visit coxautoinc.ca/brand/nextgear-capital/.

 

 

 


 

Job Summary

 

Responsible for a team of CAR/CSRs in the area of
customer service, administrative and tracking responsibilities. Through
training and mentoring, they are to develop each employee in their respective
areas of their core job. Each Team Leader will be given goals around service
levels, call volume, follow up and report tracking as laid out by the Director
of National Operations.

 

 

 


 

Responsibilities:

 

 

 

 

 

 

 

 

 

  • Writing and presenting performance
    reviews
  • Writing
    and presenting coaching reports, positive and disciplinary
  • New
    employee training
  • InContact
    phone monitoring and reporting
  • Ensure
    NGC Customer Service skills on phone calls are being met
  • Assigned
    tasks and special projects
  • Daily,
    weekly and monthly audits
  • Monitor
    Title Release and Given to Dealers titles
  • Lead
    CSR’s in the following areas and ensure all work is completed
  • Take incoming calls from Dealer
    customers and process all requests, needs and issues in a satisfactory and
    timely manner
  • Make courtesy calls to customers on a
    regular basis to maintain solid business relationships and ensure satisfactory
    service levels are present
  • Use of appropriate open and closing
    statements/questions
  • Knowledge of Policy and Procedure
  • Follow up
    of all administrative functions
  • Taking
    escalated calls from the Customer Service Representative



  •  
  • Qualifications:In the area of Communication:



  •  
  • Previous
    supervisory experience or extensive history in Floor Plan industry
  • Ability
    to communicate at all socioeconomic levels (employees and customers) to
    maximize results.
  • Basic
    skills of negotiation.
  • Must
    possess excellent customer service attitude/skills with the ability to be
    aggressive when necessary.



  •  
  •  

    In the area of Technology:
     
    • Ability to use Microsoft Excel, Word and Outlook at a
      satisfactory pace.


     

    Education and Experience:

     

    High School Diploma or
    Equivalent

     



    Customer Service Experience – 4 Years

    Prior Supervisor or Manager Experience (preferred)

     

    Supervisory Responsibilities: 


    Required


    Work
    Conditions

     

     
    • Amazing Benefits
    • Full time permanent position
    • At Cox Canada, our employees are our greatest asset.






    About
    Cox Automotive

     



     

    Cox
    Automotive is transforming the way the world buys, sells and owns cars with
    industry-leading digital marketing, retail, financial and wholesale solutions
    for consumers, dealers, manufacturers and the overall automotive ecosystem
    worldwide. The Cox Automotive family includes Autotrader®, Dealer.com®,
    Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, vAuto®,
    VinSolutions®, Xtime®, incadea® and a host of other brands. With a complete and
    connected view of the automotive ecosystem, Cox Automotive is a global company
    connecting people, cars and capabilities with services that link the automotive
    value chain. Cox Automotive is a subsidiary of Cox Enterprises. For more
    information about Cox Automotive, visit www.coxautoinc.com.

     



     

    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.

     




     

    About Cox Automotive

    Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, 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 billion. www.coxautoinc.com

    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.

    Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   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.

     

 

 

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