Customer Care Specialist I (NextGear Capital)

About the Role

NextGear Capital, a Cox Automotive brand, is seeking a Customer Care Specialist to join their Client Experience Team. This is a Hybrid Call Center position.

Key Responsibilities

• Receive inbound calls, chats, and SMS messages from Automotive Dealers, Automotive Auctions, and internal clients.
• Answer routine questions, follow guidelines, and use judgment based on experience.
• Maintain organization of case management, chats, SMS messages, and service tickets, responding promptly.
• Engage customers to assist them regarding their Nextgear Capital line of credit.
• Learn and implement an understanding of automotive titles and consumer loan structure on vehicle loans.
• Build positive customer relationships by asking questions, actively listening, and offering solutions professionally.
• Provide accurate documentation of client inquiries and report case status and resolution.
• Make outbound calls to dealers and/or automotive auctions as needed.
• Refer more complex issues to senior specialists or management.
• Utilize company proprietary software for research, case management, data entry, and account follow-up.
• Build working relationships with other customer care representatives and internal departments.
• Follow instructions and maintain workflow standards with integrity.
• Attain production, quality goals, and metric standards such as quality phone interactions and schedule adherence.
• Adhere to all general company policies and procedures regarding attendance and conduct.
• Perform other duties as necessary.

Requirements & Tech Stack

• High-speed internet available at home, wired connection required (not Wi-Fi).
• Ability to operate a Windows PC.
• Basic knowledge of Home Networking Router/Modem.
• Company proprietary software.

Qualifications

• Highschool Diploma or GED.
• Ability to work in a fast-paced and evolving team environment, capable of prioritizing tasks.
• Strong verbal and written communication skills with the ability to interact clearly with a diverse customer base.
• Demonstrates problem-solving and analytical skills with the ability to guide others through complicated processes.
• Physical ability and mental acuity to execute duties successfully within required timeframes.

Preferred

• Previous Call Center and/or Automotive Industry experience.

Work Hours

• Hours of operation mostly fall inside or between 9:00 AM - 8:00 PM, EST (Closed Saturday, Sunday, Most Holidays).
• Flexible schedule as needed, including occasional mandatory overtime between hours ranging from 9 am to 8 pm Eastern time, 8-hour shift.

Compensation

• Hourly pay rate: $16.59 - $24.86/hour.
• Base rate may vary based on location, knowledge, skills, and abilities.
• Position may be eligible for additional compensation (commission, incentive program).

Benefits

• Minimum of sixteen hours of paid time off every month.
• Seven paid holidays throughout the calendar year.
• Additional paid time off for bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.