Co-op Service Specialist

The Co-op Service Specialist is the primary customer point-of-contact for Sales and Dealer customers' Co-op related issues. The Co-op Service Specialist provides end to end support including answering inbound calls, emails and returning voice message, performing Co-op data entry, product troubleshooting, service issue resolution, and account information maintenance while educating our Dealer customers and salespeople about the Autotrader Co-op products, processes, and systems.
What You'll Do
Customer Support:

• Provide troubleshooting and problem resolution for customers including billing inquiries, Co-op reporting issues, banner display (graphic) issues, and Autotrader products and features.
• Identify root causes through probing questions and expert knowledge of Autotrader organization, products/packages, process, and technology.
• Enter and maintain all Co-op customer information including changes and updates to customer accounts.
• Function as a subject matter expert and provide knowledge sharing to Sales and Dealers about products, processes, and technology. Serve as a resource for training and new product testing.
• Provide Simply Outrageous Service to all customer inquiries by owning the issue/question until resolution and following through with the customer.
• Interact directly with Dealers and Sales to confirm Co-op reporting is working properly.
• Interact directly with Co-op Brand Specialist to ensure proactive and reactive Co-op reporting needs are delivered in a timely manner.
• Interact directly with Co-op Specialist; help to grow Co-op programs.

Order Fulfillment (Post Delivery):

• Review and interpret Co-op contract information that drives Co-op reporting. Work directly with internal and external customers to ensure all information is accurate.
• Enter Co-op reporting information into the system with accuracy and proficiency.
• Monitor Co-op reporting to ensure accurate reporting.
• Maintain expert level of product and package knowledge.

Queue Management:

• Prioritize and manage multiple work items and ensure timely follow-through and completion in accordance with business rules.
• Identify work that is out of scope and appropriately redirect tasks or escalations to designated department or individual.

Co-op Reporting:

• Complete and upload monthly Dealer Co-op reporting process in BPM.
• Conduct monthly QA process to ensure Co-op Reporting Accuracy.
• Distribute monthly Co-op reporting for dealers on the managed program.
• Provide monthly credits/adjustments for GM Turnkey dealers.
• Stay current with OEM Co-op Reporting guidelines.
• Manually create PDF documents that are missing from Co-op Reporting.
• Work with the Digital Media Design group on graphic issues.
• Work with Dealers and Sales on rejected Co-op Claims.

Other:

• Contribute to the development of processes and procedures to continue to improve operational efficiency within the group.

What's In It for You?

• You'll be rewarded with highly competitive pay , plus other compensation perks you've come to expect (e.g., 401k + company match, comprehensive medical benefits, etc.) and others you may not (e.g., flexible time off policy, tuition reimbursement for academic pursuits, pet insurance and more...)
• Work/Life Balance. Job flexibility is central to our culture because team members have different working styles and important stuff going on outside the office, too.
• Smart and creative colleagues, plus ongoing learning opportunities. You'll have the tools and team you need to do your job well without a lot of red tape. Plus, we know how important it is for you to stay brushed up on your knowledge and skills, so we invest in your ongoing training along the way to make sure you have what you need to help you along your career path.
• Boundless career opportunities for lateral and upward movement across a high-performing enterprise spanning diverse industries. You'll have the chance to learn and train so you can sharpen your skills and explore opportunities across the Cox family of businesses.

Who You Are
Minimum:

• High School Diploma/GED and 5 years' customer service and/or call center work experience. The right candidate could also have a different combination, such as any level degree/certification beyond a HS Diploma/GED in a related discipline and 3 years' experience; or 7 years' experience in a related field.
• Ability to work flexible shifts between 8am-6pm, holidays, weekends and overtime as needed.
• Previous experience working effectively in a fast-paced environment with a high volume of change.
• Proficiency in Microsoft Office and Outlook.
• Demonstrated attention to detail and accuracy.
• Confirmed ability to work in a team-based environment as well as independently with initiative.
• Illustrated time management, multi-tasking, decision making, and analytical skills.
• Proven ability to identify and solve problems and follow-up until issues are resolved.
• Demonstrated professionalism in presentation, demeanor, and communication.
• Must be self-driven and possess the ability to manage multiple projects.

Preferred:

• Bi-lingual with fluent ability to write and speak Spanish.
• Previous experience supporting Autotrader Dealers.
• Automotive experience or experience in Co-op advertising.

Join the Cox family of businesses and make your mark today!
USD 21.49 - 32.26 per hour
Compensation:
Hourly base pay rate is $21.49 - $32.26/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
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 individual's 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.