Technical Customer Care Specialist I (Dealertrack)

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

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

 Summary:

 Provides technical customer support to ensure that all customers are satisfied with the products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with product, service delivery and other teams to help address unanticipated issues and situations.

This position-must be able to work any shift during business hours.

Shift Schedule:

• Each employee will be scheduled based upon business need, but the general hours are Monday-Friday anywhere from 7am-7pm CST with rotational Saturdays 8am-5pm CST

The Technical Customer Care Specialist I will:

• Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues

• Will be responsible for routine customer questions relating to product usage within VinSolutions support

• Provide support for technical issues relating to the Cox Automotive suite of products

• Responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards

Your role:

• Handle routine customer questions relating to product usage

• Provide technical support on issues through to resolution

• Maintains expert-level knowledge of line of business processes and procedures

• Accurately log all customer information in the CRM tool

• Facilitate communication to other departments as needed to resolve client concerns

• Communicate with key stakeholders to identify and resolve inquiries.

• Provide proper follow- up to ensure customer is kept apprised of the issue status

Minimum Qualifications:

• High School Diploma/GED 

• Generally, less than 2 years of experience 

• Ability to troubleshoot and document issues related to system performance and functionality.

• Excellent communication skills (Verbal and Written)

• Strong problem-solving/troubleshooting skills

• Strong interpersonal skills and attention to detail

• Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours

• Ability to work independently as a team to deliver on individual and business goals

What We Look For (Preferred):

• Displays strong dependability and reliability.

• Ability to handle multiple, competing priorities and deliver results in a fast-paced environment. 

• CRM case logging/Salesforce experience

• Experience with interaction distribution systems such as Genesys Pure Cloud.

• Automotive industry knowledge.

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 w