Client Service Rep I

Location
Atlanta, Georgia
Salary
competitive
Posted
Nov 01, 2019
Specialty
Account Management
Metro Area
Atlanta
Duration
Full Time
JOB DESCRIPTION: 

 

The position of Client
Service Rep entails being the primary customer support for our contact
center.  Success in this position requires that the CSR is able to work
independently with little to no supervision to provide immediate availability,
be professional, provide documentation within our systems and be knowledgeable
of Manheim’s products and services. The CSR is empowered to make decisions that
will eliminate impedance for our customers to buy cars.  This empowerment
requires the CSR to be confident in both the knowledge of the business as well
as Manheim’s product offerings.    



 

The position demands
outstanding reliability and follow-through and requires excellent communication
skills including telephone and active listening skills, efficient problem-solving
and troubleshooting skills, the ability type and talk at the same time,
delegate effectively, and excellent organizational skills. The ideal candidate
will be a highly self- motivated individual who can work well with little to no
supervision and is a reliable, knowledgeable, resourceful, flexible,
service-oriented professional. 



 

GENERAL RESPONSIBILITIES

 

The CSR will partner
with all parties informed of the status of open issues and will work closely
with escalation partners to identify, document and monitor any and all
exceptions to the standard processes to create a list of best practices.



 

Problem
Resolution:   



A big part of
maintaining the relationships with existing customers includes problem solving
by the CSR, including consulting with dealers and educating them about Manheim
Digital / In-Lane and ancillary partners.  Part of this process will
include identifying, assessing and resolving these issues and determining who
needs communication on these issues, including central functions such as IT or
Product, or any such Manheim Partners.



 

Responsiveness:  

The CSR will provide
responsive, timely telephone, chat and email support. The CSR shall personally
act as the single, point-of-contact for their issues from identification
through resolution as often as possible (i.e. take the call and handle
internally vs. transfer or provide other contacts). In addition, the CSR will
also oversee/monitor the resolution to all problems, regardless of delegation
to other departments


Qualifications:
  • High School Diploma or
    GED required; College degree or equivalent experience preferred.  
  • Minimum of 2 years of
    contact center experience 
  • Travel – infrequent, but
    must have flexibility 
  • Schedule – must have
    flexibility to work evenings, weekends, holidays as required 
  • Multi-task and
    prioritize required.  Ability to handle multiple projects/tasks at a
    time. 
  • Understand foundational
    levels of computers and technology; internet, email · Excellent oral and written communications skills, particularly in
    a phone or email context,  
  • Experience working in a
    contact center metrics driven environment 
  • Strong communication
    skills and basic computer knowledge 
  • Ability to operate under
    tight pressure 
  • Experience working in the
    automotive industry +

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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