Senior Customer Care Specialist – Manheim

Cox Enterprises

. Serve as an escalation point for Contact Center Representatives needing assistance with in-depth customer requests .

Posted 9/24/2026full-timePhoenix • Arizona • United StatesSenior💰 $22 - $33 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service and problem-solving skills within the automotive and logistics industries, with proficiency in Microsoft Office and Salesforce. Capable of training and supporting team members while managing multiple projects and maintaining effective communication with clients and partners.

Highest-signal resume keywords

Customer Service ExperienceAutomotive Industry KnowledgeMicrosoft Office ProficiencySalesforce ProficiencyProblem Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceTechnical TroubleshootingData AnalysisProject ManagementProcess Improvement

Soft Skills

Verbal CommunicationWritten CommunicationInterpersonal SkillsTeam CollaborationProfessional Demeanor

Tools & Technologies

Microsoft OfficeSalesforce

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Automotive IndustryLogisticsContact CenterEscalation PointTraining

About the role

Key responsibilities & impact

Serve as an escalation point for Contact Center Representatives needing assistance with in-depth customer requests
Assist in or conduct training for Contact Center Representatives on new products, pricing, services, and processes/procedures
Consult supervisors on problem or complex request resolutions
Provide input for improvements, diagnostic tools, and process changes
Monitor queues to proactively identify trends, changes, and potential issues
Manage backlog
Identify, assess, and resolve issues
Refer unresolved customer conflicts to designated departments, including IT or Product and Manheim Partners
Consult with and maintain relationships with dealers and carriers
Educate dealers and carriers about Manheim, Ready, and Central Dispatch
Perform additional duties such as data analysis, project management, reporting, and training
Travel infrequently
Maintain a friendly and professional tone and demeanor
Assist in all functional areas as needed

Requirements

What you’ll need

Candidate must live in Phoenix or Atlanta
High School Diploma / GED Required
3 years experience with customer service and/or call center
3 years automotive industry and/or logistics experience preferred
Working knowledge and proficiency with Microsoft Office applications and Sales Force
Excellent verbal and written communications and interpersonal skills
Effective problem solving and technical troubleshooting skills
Ability to work independently as well as in a team environment
Ability to manage multiple projects simultaneously
Ability to work different shifts (must be available from M-F 5 to 5 and Saturday)
Willingness to work overtime
Must clear a pre-employment drug test
Must currently be authorized to work in the United States for any employer without current or future sponsorship
No OPT, CPT, STEM/OPT or visa sponsorship now or in future
Capable of interacting effectively with clients, vendors, managers, and peers
Bilingual skills are a plus

Benefits

Comp & perks

Minimum of sixteen hours of paid time off every month
Seven paid holidays throughout the calendar year
Bereavement leave
Time off to vote
Jury duty leave
Volunteer time off
Military leave
Parental leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Paid sick leave
Flexible vacation/wellness days
PTO
Reasonable accommodations for qualified applicants or employees with disabilities