Customer Care Specialist I (NextGear Capital)

Customer Care Specialist I

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 working remotely 3 days per week / 2 days in office.

Hours of operation are Monday - Friday 9 : 00 am - 8 : 00 pm EST. Must be able to work any shift within these hours.

Primary Duties / Key Responsibilities :

• 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-

Preferred-

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.

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.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation / wellness days, and / or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer All qualified applicants / employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.