AutoTrader/KBB - Supervisor, Customer Care

AutoTrader/KBB is looking for a supervisor to join their Customer Support team.

The Supervisor of Client Operations and Consumer Support is accountable for the daily management of the operation and leading a cross-functional team to deliver ultimate service through a balanced approach to employee engagement, client satisfaction and business outcomes.

This team works within the brand protection and consumer support functions. This team conducts regular fraud investigations to keep our customers accountable.

This supervisor must be customer centered/focused and have a service mindset.

Responsibilities:

• Directly lead a team of customer support team members to provide effective solutions for our customers.
• Help create a supportive organization that values teamwork, learning and customer care.
• Analyze, monitor and provide metrics to team members and stakeholders
• Provide direct customer support, and be an escalation point for customers as needed.
• Handle escalated issues, determine viability of solutions, and decline or redirect requests that cannot be completed in a stable or scalable manner.
• Stay up to date on changes to Cox Auto / AutoTrader KBB platform and technologies, anticipating training needs and procedural changes required to evolve team.
• Advocate for the team
• Hire and onboard new employees
• Assist In the formulation of targets for individuals and teams
• Answer questions from staff and provide guidance
• Conduct regular one on ones with subordinates
• Keep management informed on issues and problems
  

Minimum Qualifications:

• High School Diploma/GED and 5 years' experience in a related field. The right candidate could also have a different combination, such as a bachelor's degree in a related discipline and 3 years' experience in a related field ; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience

• Experience in Call Center/Contact Center management strongly preferred
• Skilled in change management practices preferred
• Strong problem-solving skills and the ability to exercise sound judgement
• Proven ability to organize and prioritize daily work and complete projects with limit
• ed supervision
• Proficient with MS Outlook, Word, Excel, Visio and the internet
• Excellent communication skills (verbal and written), with strong interpersonal skills and strong attention to detail
  

Preferred Qualifications:

• College degree preferred
• Experience in Call Center/Contact Center management strongly preferred
• Skilled in change management practices preferred
  

About Cox Automotive

At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!

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.

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