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Customer Care Specialist II
Cox EnterprisesCustomer Care Specialist managing high volume of inquiries via calls, emails, and SMS. Providing solutions while collaborating across the organization and meeting quality guidelines.
About the role
Key responsibilities & impact- Proficient in all knowledge base requirements
- Manage high volume of inbound calls, emails and SMS
- Identify client needs, research issue and provide solutions and/or alternatives
- Meet and/or exceed quality guidelines and key performance criteria
- Work across the organization as needed to resolve client requests
- Effectively communicate how to use any of our customer facing tools
- Perform other task and duties as requested by management
- Become proficient in all platforms, systems, and tools used to maintain carrier/client, records, transactions, documentation and relevant data
Requirements
What you’ll need- High School Diploma/GED and 3 years’ experience in a related field
- OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience
- OR 5 years’ experience in a related field
- 2 years experience with customer service and/or contact center
- 2 years automotive industry and/or logistics experience preferred
- Working knowledge and proficiency with Microsoft Office products
- Excellent oral and written communications skills, particularly in a phone, email or chat context
- Attention to detail and follow-through
- Demonstrated ability to adapt in a changing environment
- Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment
- Demonstrated experience being a customer-focused, service-oriented professional
- Must have flexibility to work evenings, weekends, holidays as required
- Ability to handle multiple projects/tasks at a time
- Servant team member with ability to build strong trusted relationships
- Bilingual English-Spanish preferred
Benefits
Comp & perks- Employees are eligible to receive a minimum of sixteen hours of paid time off every month
- Seven paid holidays throughout the calendar year
- Additional paid time off in the form of bereavement leave
- Time off to vote
- Jury duty leave
- Volunteer time off
- Military leave
- Parental leave
- Health care insurance (medical, dental, vision)
- Retirement planning (401(k))
- Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicecontact centerMicrosoft Office
Soft Skills
oral communicationwritten communicationattention to detailadaptabilitymulti-taskingcustomer-focusedservice-orientedflexibilityrelationship building
Certifications
High School DiplomaGED