Customer Care Specialist II at Top Employer | New York City, USA

Join Cox Automotive – USA, a recognized Top Employer, and embark on a rewarding career as a Customer Care Specialist II in our vibrant New York City office. As part of our dedicated Customer Care Group, you will play a pivotal role in delivering exceptional service and support to our valued clients. This Individual Contributor position offers a hybrid work arrangement, allowing you to balance remote and in-office collaboration. If you are passionate about customer satisfaction and thrive in a dynamic environment, we encourage you to apply.

Job Overview

The Customer Care Specialist II is responsible for handling complex customer inquiries, resolving issues with a high degree of autonomy, and contributing to the continuous improvement of customer service processes. This role requires a deep understanding of our products and services, as well as a commitment to fostering positive customer relationships.

Key Responsibilities

• Respond to and resolve escalated customer issues via phone, email, and chat.
• Provide comprehensive support and guidance on product features and services.
• Document all customer interactions and resolutions accurately in our CRM system.
• Identify trends in customer inquiries and provide feedback to relevant teams for service enhancements.
• Mentor and support Customer Care Specialist I team members.
• Participate in training sessions to stay updated on company offerings and best practices.

Requirements

• Proven experience in a customer-facing role, preferably within the automotive or technology sector.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and other customer service tools.
• Ability to manage multiple tasks simultaneously and prioritize effectively.
• Strong understanding of customer service principles and best practices.
• High school diploma or equivalent; Associate’s or Bachelor’s degree preferred.

What We Offer

• Competitive hourly base pay.
• Opportunity to work for a Top Employer with a strong industry reputation.
• Hybrid work model providing flexibility.
• Comprehensive benefits package.
• Professional development and growth opportunities.
• A collaborative and supportive work environment in New York City.