Lead Customer Care Specialist (Manheim)

AutoTrader.com
Phoenix, Atlanta
Workplace: HybridFull timeUSD 24.23 - 36.35 hourlyFunction: Customer Support (Service Desk)Experience: 5-7 yearsEducation: high_schoolSkills: ["Leadership","Coaching","Communication","Root cause analysis","Teamwork"]

Provide leadership and operational support for a Customer Care Specialists team, ensuring exceptional customer experience across all contact channels. Serve as the first point of contact for complex escalations, delivering advanced technical support and resolving fraud-related inquiries. Drive continuous improvement through root-cause analysis, customer feedback and trend analysis, and process initiatives—using AI tools such as chatbots and Genesys PureCloud to streamline interactions.

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FursaFursa
AutoTrader.com
AutoTrader.com
6 days ago

Lead Customer Care Specialist (Manheim)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Provide leadership and operational support for a Customer Care Specialists team, ensuring exceptional customer experience across all contact channels. Serve as the first point of contact for complex escalations, delivering advanced technical support and resolving fraud-related inquiries. Drive continuous improvement through root-cause analysis, customer feedback and trend analysis, and process initiatives—using AI tools such as chatbots and Genesys PureCloud to streamline interactions.
Location: Phoenix, Atlanta
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop Customer Care Specialists to achieve performance goals and quality standards.
  • •Conduct onboarding and ongoing training sessions to foster empowerment, accountability, and customer focus.
  • •Provide advanced technical support and resolve complex or unique customer inquiries, including fraud-related escalations.
  • •Perform root cause analysis and implement sustainable solutions for recurring issues.
  • •Analyze customer feedback and operational trends, and define process improvement initiatives in collaboration with Product, Engineering, QA, and Workforce Management.

Pay and Benefits

Salary: USD 24.23 - 36.35 hourly
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •High School Diploma/GED and 7 years’ experience in a related field (or an equivalent combination with a degree/certification and 5 years, or 9 years’ related experience).
  • •Extensive customer service experience with advanced job proficiency gained through training and broad-based experience.
  • •May require technical certification or an associate degree.
  • •Strong communication skills: speak clearly and persuasively, listen and clarify, respond well to questions, and write/document activities effectively.
  • •Ability to lead, coach, and develop team members, including training on processes and tools.
Experience:5-7 yearsCustomer service
Education:High School
Skills:LeadershipCoachingCommunicationRoot cause analysisTeamwork
Tech Stack:Genesys PureCloudChatbotsSMS automationMedalliaAI-powered tools

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

AutoTrader.com
Operates a leading online marketplace for buying and selling new and used vehicles, connecting consumers, dealers, and automotive service providers with vehicle listings, pricing tools, reviews, and financing resources.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Atlanta, United States
Founded: 1997
WebsiteLinkedIn