Technical Customer Care Specialist I (Dealertrack DMS)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Technical Customer Care Specialist I

Management Level

Individual Contributor

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

No

Work Shift

Variable

Compensation

Hourly base pay rate is $16.59 - $24.86/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.

Job Description

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.

This is a REMOTE role that is LOCATION SPECIFIC: The individual can work remotely but needs to be within a commutable distance (25 miles or less) to one of the following Cox Automotive hub locations:

 

6405 Metcalf Ave Bldg #3 Suite 400

Overland Park, KS

224 Valley Creek Blvd Suite 400

Exton, PA

 

1 Howard St.

Burlington, VT

 

6305 Peachtree Dunwoody Rd. Bldg B

Atlanta, GA

 

13693 S. 200 W

Draper UT

Technical Customer Care Specialist – Dealertrack

This is a fully remote position-must be able to work any shift during business hours, currently Monday - Saturday, 5AM - 6PM MST (hours subject to change to meet business needs, shifts may include fixed Saturday schedule).

Key Responsibilities

• The Technical Customer Care Specialist will be responsible for routine customer questions relating to product usage, as well as technical support issues relating to the Dealertrack family of products

• 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

Qualifications 

Minimum-

• High School Diploma/GED

• Generally, less than 2 years of experience

• Must be flexible to work any shift during business hours, currently Monday - Saturday, 7AM - 8PM eastern time zone (hours subject to change to meet business needs)

• Follow-up/follow-through skills required

• 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

• Strong Customer service skills required

• Knowledge of various computer applications including experience with business support applications such as MS Office (Word, PowerPoint, and Excel) required

• Excellent oral and written communication skills

• Experience working in a team environment and assisting others as applicable

• Requires attention to detail and the ability to adapt to change

• Ability to type 40+ WPM

Preferred-

• Associate's degree or Technical Certification or equivalent work experience

• Technical background preferred 

Drug Testing

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on com