Customer Care Specialist I (NextGear Capital)

Compensation

Hourly base pay rate is $16.59 - $24.86/hour. The hourly base rate may vary within the anticipated 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 commission (annual, monthly, etc.) and/or an incentive program.

About the role

NextGear Capital, a Cox Automotive brand, is currently looking for a Customer Care Specialist to join our Client Experience Team!

Working in customer care you will handle inbound calls, chats, and SMS messages, regarding accounts and service inquiries from our client base. You will work closely with all internal departments to identify and resolve client concerns. Ideal candidates should be dynamic and ambitious individuals excited to work with our clients.

This is a Hybrid Call Center position. Hours of operation mostly fall inside or between the hours of 9:00 AM - 8:00 PM, EST (Closed Saturday, Sunday, Most Holidays).

Primary Duties/key Responsibilites

• Receive inbound calls, chats, and SMS messages from Automotive Dealers, Automotive Auctions, and internal clients.
• Answer routine questions, follow guidelines, and use judgment based on experience.
• Staying organized on case management, chats, SMS messages, and service tickets while responding promptly.
• Engage customers and determine how to assist them regarding their Nextgear Capital line of credit.
• Being willing to learn and implement an understanding of automotive titles and consumer loan structure on vehicle loans.
• Build positive customer relationships by asking questions, actively listening, and offering solutions in a considerate and professional manner.
• Provide accurate documentation of client inquiries and report case status and resolution.
• Make outbound calls to dealers and or automotive auctions as needed to help facilitate business needs.
• Refer more complex issues to more senior specialists or management.
• Use company proprietary software for research, case management, data entry, and account follow-up activity.
• Build working relationships with other customer care representatives and other internal departments.
• Follow instructions and maintain workflow standards with integrity.
• Attain production, quality goals, and metric standards such as quality phone interactions and schedule adherence.
• Adhere to all general company policies and procedures regarding attendance and conduct.
• Perform other duties as necessary and can work a flexible schedule as needed, including occasional mandatory overtime between hours ranging from 9 am to 8 pm Eastern time, 8-hour shift.

Qualifications

Minimum

• High School Diploma/GED
• Generally, less than 2 years of experience
• Exhibit's ability to work in a fast-paced and evolving team environment, capable of prioritizing tasks and duties
• Strong verbal and written communication skills with a proven ability to interact clearly with a vast customer base on socioeconomic levels.
• Demonstrates problem-solving and analytical skills with the ability to walk others through complicated processes.
• You must have high-speed internet available in your home and be able to be wired and not on Wi-Fi.
• Knowledge of how to operate a Windows PC, Home Networking Router/Modem basics
• Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes in order to meet business requirements.

Preferred

• Previous Call Center and/or Automotive Industry experience is preferred but not required.

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.

Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.