Cox Enterprises

Customer Support

• Manage the logistics of fleet operations, ensuring that all vehicles are maintained and repaired promptly.
• Handle all inbound calls in a timely manner.
• Accurately gather and follow customer requirements during the initial call.
• Obtain complete and accurate information while on the call, entering data promptly and precisely recording the unit’s location.
• Ensure accurate billing information is communicated to the service provider.
• Handle estimates promptly and accurately.
• Make outbound calls to obtain updates on open events.
• Keep customers updated on the event status and follow their instructions.
• Collaborate with the roadside dispatcher when problems arise.
• Manage time effectively to prioritize and complete tasks within deadlines.

Customer Service Agent

Client Partner

• You’ll expand and manage your territory by uncovering new opportunities, guiding clients through business challenges and delivering insights that help dealers make smarter business decisions.
• Meet or exceed revenue, retention and referral goals across your assigned territory.
• Manage your sales pipeline, maintain accurate forecasts and drive consistent account growth.
• Use CRM, sales enablement tools and analytics to identify opportunities and inform strategies.
• Build and deepen relationships with key decision-makers at each dealership, serving as a trusted advisor by providing consultative, data-driven recommendations.
• Conduct regular business reviews, using market insights and performance data to provide consultative guidance on dealer challenges and opportunities.
• Leverage qualitative and quantitative data, including market insights, to assist dealers in making educated business decisions.
• Identify and pursue cross-sell and upsell opportunities within your portfolio and collaborate with partners in other business units to design and deliver tailored solutions.
• Advocate for clients during onboarding and implementation to ensure a smooth experience.
• Resolve or route client issues quickly and effectively to the appropriate teams.

Client Success Manager

• The Technical Customer Care Specialist I will manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center
• Handle routine customer questions relating to product usage, as well as technical support issues
• Maintains expert-level knowledge of Dealertrack Solutions and Products
• Develops and maintains strong technical expertise in Dealertrack products and those devices and platforms upon which the products function
• Accurately logs all customer information in the CRM customer ticketing system
• Adhere to corporate objectives for ticket processing and associated support service level agreements for response time and ticket closure
• Follow-up skills
• Ability to handle and respond to multiple open issues
• Able to work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely
• Ability to work required shifts both independently and within a team organization
• Facilitate communication from Support Team to other departments as needed to complete Cases

Technical Customer Care Specialist I – Dealertrack DMS Fixed Ops

Inspector

• Conduct thorough vehicle inspections in accordance with Manheim inspection standards
• Build trust with dealer clients through consistent quality, professionalism, and responsiveness
• Prepare and submit daily activity and production reports
• Utilize Salesforce.com for reporting, lead management, and customer performance tracking
• Maintain production expectations as established by leadership

Mobile Vehicle Condition Inspector

Supervisor

• Manage the productivity and quality of a team of Mobile Inspectors
• Ensure inspector adherence to established inspection processes
• Monitor inspection quality through digital and in-person inspection audits
• Provide coaching and corrective actions / discipline as necessary
• Build and maintain a strong working relationship with internal and external partners
• Coordinate with the MMI Manager and boundary partners
• Provide quality service and interact with automotive dealers and commercial clients to resolve issues and concerns
• Recruit, hire, onboard, and provide ongoing support to employees
• Conduct vehicle inspections and floorplan audits as needed
• Review team performance against KPIs and LDM metrics; implement tactical plans
• Enforce all company policies and procedures related to employee and customer conduct

Supervisor, Mobile Inspections

Billing Specialist

• Lead and supervise a team of billing experts, ensuring smooth and efficient operations in the transportation sector.
• Guarantee accurate, complete, and timely billing and payment processing for transportation services.
• Monitor billing and payment reports, identify issues, and develop effective resolution strategies tailored to the transportation industry.
• Collaborate with IT and Business Process teams to design, build, integrate, and support billing solutions for both internal and external transportation customers.
• Drive continuous process improvement, recommending and implementing steps to enhance efficiency and ensure flawless execution in transportation billing.
• Prepare regular updates for management on billing and payment processes and status within the transportation sector.
• Ensure compliance with SOX, RevRec606, and company policies specific to transportation.
• Monitor process effectiveness and recommend improvements to boost both efficiency and effectiveness in transportation billing.

Billing Supervisor

• Conduct thorough vehicle inspections in accordance with Manheim inspection standards
• Locate, start, move, inspect, and return vehicles safely on dealer client lots
• Verify vehicle identification, VINs, mileage, sub-series, and options; ensure accurate system entry
• Inspect and document vehicle exterior condition, including tires, frame, glass, panels, and mechanical components
• Inspect and document interior condition, including seating, dashboard, and installed options
• Perform basic mechanical checks across powertrain, drivetrain, and electrical components
• Identify and document damage, missing components, or inoperable features
• Build trust with dealer clients through consistent quality, professionalism, and responsiveness
• Educate clients on the value of Manheim Marketplace and mobile inspection services
• Prepare and submit daily activity and production reports
• Collaborate closely with Wholesale Specialists, peers, and other Manheim teams to support client success

• Own and manage executive-level relationships across a portfolio of large enterprise clients
• Serve as the primary point of accountability for the full customer relationship, including growth, retention, and outcomes
• Develop and execute strategic account plans aligned to client business objectives and long-term success
• Drive revenue generation, expansion, and share of wallet across managed services and professional services
• Lead complex, multi-SOW, multi-year engagements from opportunity identification through close
• Partner with cross-functional teams to develop a comprehensive understanding of client challenges and align solutions to business outcomes
• Influence and coordinate internal resources across sales, solution engineering, delivery, and leadership to ensure client success
• Identify risks to account growth or client success and develop mitigation strategies
• Serve as the executive escalation point for client issues and ensure timely resolution
• Maintain strong pipeline discipline, forecasting accuracy, and account planning rigor

Senior Principal Client Partner – RapidScale

• Own and manage the full customer relationship across a portfolio of enterprise and upper mid-market clients
• Build and maintain relationships with senior stakeholders and key decision makers
• Drive revenue growth, retention, and expansion across managed services and professional services
• Develop and execute account plans aligned to client business objectives and outcomes
• Identify and pursue new opportunities across cloud, security, and modernization solutions
• Manage opportunities through the full sales cycle from qualification through close
• Partner with solution engineering, delivery, and internal teams to position and deliver solutions
• Coordinate internal resources to ensure alignment and a seamless customer experience
• Monitor account health, identify risks, and support mitigation strategies
• Maintain strong pipeline discipline, forecasting accuracy, and CRM hygiene

Principal Client Partner – RapidScale

• Field a high volume of inbound calls
• Provide excellent customer service for all Inbound and outbound calls
• Timely and accurate documentation and notation in all systems regarding each customer contact
• Originating all new transactions, (via inbound and outbound calls), regarding preventative maintenance, as well as immediate and scheduled service and repairs
• Assign service requests to the respective market for Dispatching
• Coordinating towing of customer units when necessary
• Scheduling outside vendors when an emergency breakdown is called in
• Continuously develop and improve company capabilities in the area of Dispatching
• Be professional and establish positive customer rapport, encouraging repeat business
• Additional duties and special projects as assigned

Customer Care Specialist II

Manager

• Ensure vehicles are repaired and painted to meet Manheim's standards and customer or account requirements.
• Purchase equipment, materials and supplies for the shop and oversee maintenance and protection of shop equipment.
• Maintain and develop staff by recruiting and training employees and providing educational opportunities.
• Prepare estimates for collision repair, lot damage, transport damage, etc.
• Review work volumes, planning and continuously monitoring staffing levels.
• Set an example in behavior, championing Cox/Manheim values and ensure that all employees are treated with respect.
• Enforce all company policies and procedures related to employee and customer conduct.
• Partner with various market level support teams to ensure effective and efficient operational processes.
• Oversee the quality control of vehicles.
• Communicate and resolve reconditioning goals.
• Measure process efficiency and effectiveness and implement improvement strategies.
• Manage Mechanics completing detailed inspections, preparing reconditioning estimates and completing repairs.
• Oversee sublet vendor partnerships in the Body Shop and Detail department.
• Complete minor to complex diagnoses and repairs to all vehicle systems.
• Handle and dispose of all fluids in accordance with all federal, state and local regulations.
• Create and maintain vehicle history and maintenance.
• Evaluate job performances and conduct performance appraisals.
• Direct staff to ensure a high level of quality and accuracy in their repair work.
• Approve and forward bills to the appropriate personnel to ensure accurate billing.
• Assist in counseling employees, monitoring and evaluating employee job performance, and conducting performance appraisals.

Recon Service Manager

• Conduct a thorough vehicle inspection.
• Locate, start, move, inspect, and return vehicles on dealer/clients’ lot safely.
• Verify vehicle identification and enter accurate vehicle information into the inspection system to correct VIN, mileage, and sub series.
• Inspect vehicle equipment and options, documenting results including damage, missing or inoperable items.
• Inspect and record vehicle exterior condition, including but not limited to tires, frame, glass, panels, and mechanical components.
• Inspect and record the vehicle interior condition, including but not limited to seats, dashboard, and options.
• Perform basic mechanical checks on vehicles including powertrain, drivetrain, and electrical components.
• Prepare and provide daily activity reports for management.
• Develop strong knowledge of clients in territory and work together with partners to keep them active with Manheim mobile inspections through regular, pro-active on lot engagement.
• Represent Cox Automotive as a brand ambassador and provide premier client experience by interfacing regularly with core clients and ensuring satisfaction.

Mobile Inspector II

• Conduct a thorough vehicle inspection
• Verify vehicle identification and enter accurate vehicle information into the inspection system
• Inspect vehicle equipment and options, documenting results including damage, missing or inoperable items
• Inspect and record vehicle exterior condition
• Perform basic mechanical checks on vehicles
• Prepare and provide daily activity reports for management
• Develop strong knowledge of clients in territory
• Collaborate closely with partners to maximize volume of units inspected
• Represent Cox Automotive as a brand ambassador

• Conduct thorough vehicle inspections in accordance with Manheim inspection standards
• Locate, start, move, inspect, and return vehicles safely on dealer client lots
• Verify vehicle identification, VINs, mileage, sub-series, and options; ensure accurate system entry
• Inspect and document vehicle exterior condition, including tires, frame, glass, panels, and mechanical components
• Build trust with dealer clients through consistent quality, professionalism, and responsiveness
• Prepare and submit daily activity and production reports
• Maintain production expectations as established by leadership

Mobile Vehicle Inspector

Account Executive

• Develop a sales strategy to retain and grow revenue streams from an assigned book of business across the Cox Automotive suite.
• Collaborate with team members in multiple departments at various auction locations and other Cox Automotive business units to ensure client service and client experience is constantly improving.
• Develop opportunities with assigned key accounts for other Cox Automotive Solutions groups and collaborate with the sales teams to close these opportunities.
• Collaborate with team members in marketing, promotions, and sales to explore growth opportunities for clients.
• Create value-added solutions based on process to help clients and Inventory Solutions transact constantly and exceed sales goals.
• Customarily and regularly work remotely with 80% travel to provide solutions-based selling to clients.
• Consultative Solutions sales approach at the client’s place of business.

Customer Service Agent

Client Success Manager

Technical Customer Care Specialist I – Dealertrack DMS Fixed Ops

Mobile Vehicle Condition Inspector

Supervisor, Mobile Inspections

Billing Supervisor

Mobile Vehicle Condition Inspector

Senior Principal Client Partner – RapidScale

Principal Client Partner – RapidScale

Customer Care Specialist II

Recon Service Manager

Mobile Inspector II

Mobile Inspector II

Mobile Vehicle Inspector

Field Sales Representative