Sr Client Service Quality Rep

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Job description

Primary Location: 1901 S Meyers Rd, Atlanta, GA, US
Division: Cox Automotive
Job Level: Individual Contributor
Travel: No
Schedule: Full-time
Shift: Day Job
Requisition Number: _
VACCINE POLICY: WHERE PERMITTED BY APPLICABLE LAW, YOU MUST BE FULLY VACCINATED AGAINST COVID-19 TO BE CONSIDERED FOR THIS U.S.-BASED JOB (REASONABLE ACCOMMODATIONS FOR MEDICAL AND RELIGIOUS OBJECTIONS WILL BE CONSIDERED).
Cox Automotive is currently looking for a Sr Client Experience Specialist (CXS) to join our team. This position is remote local/work from home.
The CXS will play a key role in building a world class example of a client-centric organization that delivers a continuously improving end to end client experience which drives client retention and the largest financial benefit to Inventory Management Solutions (vAuto, HomeNet and Kelly Blue Book Instant Cash Offer).
This role will support initiatives including, but not limited to, measuring the client experience, driving operational improvement and creating a customer-centric culture.
This role will support the QA initiatives of IMS Operations through evaluation of client interactions, processes and voice of the customer (VOC) data to shed light on pain points or areas of opportunity. In addition, the role will partner with training and operations, in support of root cause discovery and correction to maintain a high level of service and client satisfaction. This position requires the ability to identify problems or trends, mediate issues, develop solutions, and implement appropriate course of action. This role will contribute to overall success of organizational goals through team collaboration, commitment, and shared objectives.

• Performs routine and ad-hoc quality assurance evaluations of IMS Operations team members by observing their interactions with clients and comparing to Quality Scorecards which outline expectations.
• Gathers and analyzes the results of QA evaluations in conjunction with other relevant data to develop and deliver meaningful metrics, reports or dashboards provide actionable insights
• Assist the Manager, Client Service Quality in calibration sessions with stakeholders to define, develop and refine key metrics, scorecards, expectations, and reporting.
• Assists with identifying where departments or IMS team members not meeting Quality standards and recommends coaching opportunities to people leaders
• Participate with functional teams to communicate, build and implement recommendations for improvements to the client experience across all touch points.
• Present information clearly and assist in designing details that impact desired client behaviors and focus on reducing wasted effort and errors.
• Manage special projects as needed and other duties as assigned.
• Obtain and maintain a current knowledge on IMS applications, products and departmental processes
• This position is remote local / work from home.

Qualifications:

• Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S. based job. (Reasonable accommodations for medical and religious objections will be considered.)
• High School Diploma /GED required
• May require Technical Certification or an Associate Degree in related discipline.
• Generally 5 years of experience in related field.
• Requires a results-driven self-starter with the ability to prioritize and work with minimal supervision.
• Strong knowledge of Customer Service Best Practices and Quality Assurance Best Practices.
• Requires attention to detail and the ability to adapt to change.
• Knowledge of various business support applications such as MS Office (Outlook, Word, Power Point, Excel and Visio).
• Excellent oral and written communication skills.
• Excellent active listening skills to pick up on critical client concerns, feedback or trends.
• Experience working in a team environment to effectively solve problems in a fast-paced ever-changing environment.
• Knowledge of or familiarity with dealership departments and processes.
• Time management and troubleshooting skills.
• Experience using speech analytics applications such as CallMiner, Tethr or Observe.AI (preferred).
• Experience compiling and analyzing data from a variety of sources, of varying size to create meaningful metrics, visualizations and reporting (preferred).
• Experience with Salesforce (preferred).
• Prior experience with or knowledge of IMS products, systems, tools and processes (preferred).
• Less than 10% travel.
• This position is remote local / work from home.

Who We Are
About Cox Automotive
Theres nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

About Cox
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
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 individuals 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.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.