Serve as an escalation point for CCRs needing assistance with more in-depth customer requests
Assist in (or conduct) training CCRs in new products, pricing, services, and processes/procedures
Consult supervisor as needed for problem/complex request resolutions
Provide input for improvements, diagnostic tools, and process changes
Monitor queues to proactively look for trends, changes, and potential issues
Back log management
Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation
Consult and maintain relationships with dealers and carriers to educate them about Manheim, Ready and Central Dispatch
May also perform additional duties such as; data analysis, project management, reporting, and training

High School Diploma / GED Required
3 years experience with customer service and/or call center
3 years automotive industry and/or logistics experience preferred
Capable of interacting effectively with clients and vendors as well as managers and peers
Working knowledge and proficiency with Microsoft Office applications and Sales Force
Excellent verbal and written communications and interpersonal skills
Bi-lingual, a plus
Effective problem solving and technical troubleshooting skills
Ability to work independently as well as in a team environment
Ability to manage multiple projects simultaneously
Ability to work different shifts (must be available from M-F 5 to 5 and Saturday)
Willingness to work overtime

Employees are eligible to receive a minimum of sixteen hours of paid time off every month
Seven paid holidays throughout the calendar year
Eligible for 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)

Senior Customer Care Specialist

Key skills