Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Supervisor, Technical Customer Care Management Level Supervisor Flexible Work Option Hybrid - Ability to work remotely part of the week Travel % Yes, 5% of the time Work Shift Day Compensation Compensation includes a base salary in the range of $74,000.00 - $111,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities.
Position may be eligible for additional compensation that may include an incentive program. Job Description The Supervisor, Technical Customer Care supports and leads a designated group of Technical Customer Care employees in Dealertrack DMS. The responsibilities include inbound contact management in addition to conducting performance reviews, training, and coaching/development. This role is responsible for leading employees to meet and exceed personal goals, as well as providing the necessary support to ensure each team is delivering excellent support to clients based on quality assurance standards.
What You'll Do Provide day-to-day guidance to assigned employees of the DealerTrack DMS team. Supervises employees as they: Handle assigned cases and task queues Engage with customers, by phone, email or other means Clarify and ensure customer understanding of device, platform and network functionality and operations. Enforces company policies and ensures adherence to regulatory requirements.
Monitors team performance and ensures employees receive appropriate on-the-job and professional development opportunities. Review metric reports to track team member performance to ensure timely, effective and efficient resolution in keeping with SLAs and other performance requirements. Responsible for payroll and timecard review, PTO requests, and staffing requirements for specified teams. Travel: Occasional travel for training and offsite meetings, approximately once per quarter.
<10% Location: This is a hybrid position. All qualified candidates must reside in/near the following locations: Atlanta, GA Burlington, VT Draper, UT Exton, PA Overland Park, KS Who You Are Minimum High School Diploma/GED and 5 years’ experience OR BA/BS and 3 years’ experience OR MS and 1-year experience OR Ph.D. and up to 1-year experience Ability to work flexible work hours/schedule.
Proven ability to organize and prioritize daily work; exercise project management skills. Ability to leverage analytical and customer-centric approaches to set priorities, make decisions, and deliver results. Strong technical knowledge including but not limited to proficiency with Microsoft Office applications and CRM tools. Excellent interpersonal skills with the proven ability to clearly define goals and champion change for the business.
Preferred Proficiency in the ability to effectively develop individuals by setting specific and measurable goals that align with the organization’s purpose and values. Ability to apply knowledge of the business and/or industry to maximize results, limit risk and effectively contribute to the organization. Proven track record of leading motivating, developing, and coaching employees; building a high-performance team with demonstrated success and developing and retaining high-performing employees.
Salesforce CRM case logging and reporting. Experience with interaction distribution systems such as Genesys Pure Cloud. Automotive industry knowledge. Drug Testing To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
Benefits The Com