Job Description

General Responsibilities:

• The CCS will partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions to the standard processes to create a list of best practices.
• Maintaining relationships with existing customers includes problem solving by the CCS, by consulting with dealers and educating them about Manheim and ancillary partners.
• Part of this process will include identifying, assessing and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product, or any such Manheim Partners.
• May work across other departments to train on resolving different client issues.
• The CCS will provide responsive, timely telephone, chat and email support. The CCS shall personally act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts).
• The CCS will also oversee/monitor the resolution to all problems, regardless of delegation to other departments.

Qualifications:

Minimum:

• High School Diploma/GED
• Generally, less than 2 years of experience

Preferred:

• Minimum of 2 years of Call center and/or client interfacing experience
• Multi-task and prioritize required. Ability to handle multiple projects/tasks at a time.
• Understand foundational levels of computers and technology, internet, email
• Excellent oral and written communications skills, particularly in a phone or email context
• Experience working in a contact center metrics driven environment
• Strong communication skills and basic computer knowledge
• Ability to operate under tight pressure
• Experience working in the automotive industry

Compensation:

Hourly base pay rate is $17.79 - $26.63/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.

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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

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