Customer Care Specialist I – Manheim

Customer Care Specialist I – Manheim

Requirements

• High School Diploma/GED
• Generally, less than 2 years of experience

Responsibilities

• The CCR 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.
• Maintaining relationships with existing customers includes problem solving by the CCR, by consulting with dealers and educating them about Manheim 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.
• May work across other departments to train on resolving different client issues.
• The CCR will provide responsive, timely telephone, chat and email support.
• The CCR 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).
• The CCR will also oversee/monitor the resolution to all problems, regardless of delegation to other departments.

Preferred Qualifications

• Minimum of 2 years of Call center and/or client interfacing experience
• Bilingual English and Spanish preferred.
• 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