Lead Client Service Representative

Location
Phoenix, Arizona
Salary
competitive
Posted
Dec 24, 2019
Specialty
Account Management
Metro Area
Phoenix
Duration
Full Time
The primary responsibilities of the Lead Client Service Rep are to assist the Client Services Representatives in providing exemplary customer service to both internal and external clients.  The Client Services Team Leader will act as team trainer, support team members with more challenging support situations, monitor escalation queues and act as the main liaison between Client Services and other departments within the company.   They are also responsible for handling “front-line” support requests where necessary.  Essential Functions:
  • Provide ongoing coaching to the Client Services Representatives for new and existing clients.  Identify common questions/issues and provide FAQs to the team as needed.
  • Act as the main liaison between National Accounts and other internal departments in situations where verbal communication is needed.  Attend scheduled meetings as necessary.
  • Assist Client Services Representatives with more challenging support requests.  This will include periods of research and advanced troubleshooting.
  • Working on assigned projects.  For example, new client onboarding often come with new rules/knowledge/procedures and it is the role of the Client Services Team Leader, in conjunction with the CSM, to introduce these to the team.  The percentage time spent on this will vary over the year depending on product releases.
  • Work in salesforce to develop reporting to track key indicators of clients.  Coach Client Services Representatives to use these as well.

Qualifications:
  • High School Diploma or GED required
  • Some college preferred
  • Demonstrate high degree of efficiency, organization and motivation in work habits.
  • Demonstrate the ability to learn effective organizational, written and verbal communication, and interpersonal skills.
  • Maintain a professional image so that the Client Services Department can continue to maintain a partnership with the business leaders and other functional groups of Ready Logistics as well as their clients.
  • Necessary technical skills include, but are not limited to, a knowledgeable background excel, AS400, Salesforce and Ready Logistics operating systems
  • Capable of interacting effectively with clients as well as managers and peers.


  • 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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