Sr Customer Care Specialist (Manheim)

AutoTrader.com
Phoenix, Atlanta
Workplace: HybridFull timeUSD 22.02 - 33.08 hourlyFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: high_schoolSkills: ["Verbal communication","Written communication","Interpersonal skills","Problem-solving","Technical troubleshooting","Independent work","Multitasking","Training support"]

Serve as a senior escalation point in the contact center logistics concierge team, supporting reps/concierges with complex customer requests and queue monitoring to surface trends and issues. Help train team members on products, pricing, and processes, resolve problems or route unresolved conflicts to the right departments (e.g., IT or Product), and maintain relationships with dealers and carriers. May also support reporting, project work, and training.

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FursaFursa
AutoTrader.com
AutoTrader.com
1 day ago

Sr Customer Care Specialist (Manheim)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Serve as a senior escalation point in the contact center logistics concierge team, supporting reps/concierges with complex customer requests and queue monitoring to surface trends and issues. Help train team members on products, pricing, and processes, resolve problems or route unresolved conflicts to the right departments (e.g., IT or Product), and maintain relationships with dealers and carriers. May also support reporting, project work, and training.
Location: Phoenix, Atlanta
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as an escalation point for Customer Care Representatives needing help with complex customer requests.
  • •Assist in or conduct training for CCRs on products, pricing, services, and procedures.
  • •Monitor queues to proactively identify trends, changes, and potential issues, including back log management.
  • •Identify, assess, and resolve issues; refer unresolved conflicts to designated departments (including IT or Product).
  • •Consult and maintain relationships with dealers and carriers and support additional duties such as data analysis, project management, reporting, and training.
Travel: Low travel

Pay and Benefits

Salary: USD 22.02 - 33.08 hourly
Perks:Paid LeaveHealth Insurance401kPaid Holidays

Key Requirements

  • •3 years of customer service and/or call center experience.
  • •3 years of automotive industry and/or logistics experience (preferred).
  • •High School Diploma / GED required.
  • •Strong ability to build trusted relationships with customers, clients, vendors, and partners.
  • •Ability to work different shifts (M–F 5 to 5 and Saturday) and be available for overtime, as needed.
Experience:3+ yearsCustomer serviceCall centerAutomotive industryLogistics
Education:High School
Skills:Verbal communicationWritten communicationInterpersonal skillsProblem-solvingTechnical troubleshootingIndependent workMultitaskingTraining support
Tech Stack:Microsoft OfficeSalesforce

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