Technical Customer Care Specialist II (Dealer.com)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Technical Customer Care Specialist II

Management Level

Individual Contributor

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

No

Work Shift

Variable

Compensation

Hourly base pay rate is $0.00 - $0.00/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

Dealer. Com Technical Customer Care Specialist II

This is a fully remote position-

The scheduling availability needed is any day between Monday -Saturday with rotational Saturdays. 8am-8pm Eastern Standard Time (based on business needs)

 

GENERAL DESCRIPTION:

Provides technical customer support to ensure that all customers are satisfied with the acquired company's 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.

SPECIFIC RESPONSIBLITIES:

• Handle incoming Dealer.com technical support customer requests escalated by front-line support.

• Serves as a customer care agent for an assigned customer base or product area.

• Responds to customer inquiries received via telephone or online. 

• Answers routine to moderately complex questions, following established procedures.

• Researches and troubleshoots customer requests, analyzes needs and:

  • Determines problem source (i.e.,hardware, software, user access),

  • Resolves issues where possible,

  • Refers difficult and complex issues to internal technical experts, and/or

  • Refers issues to management, documents issues for future

• Documents and reports on customer inquiries, status and resolution.

• Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.

• Builds working relationships with customer representatives and with cross functional teams.

QUALIFICATIONS:

MINIMUM-

• High School Diploma/GED and 3 years-experience OR Any level degree or certification beyond HSD/GED and 1 year experience OR 5 years-experience

• Ability to work flexible work hours/schedule. 

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

• Strong problem-solving capabilities

• Strong technical troubleshooting skills

• Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail.

PREFERRED-

• Experience troubleshooting HTML and CSS issues including layout, styling, and cross-browser compatibility strongly preferred

• Experience implementing diverse troubleshooting methodologies to diagnose and resolve complex technical website issues strongly preferred

• Ability to analyze data discrepancies and perform root cause analysis, to drive accurate issue resolution strongly 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.

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 company property and/or in company vehicles is prohibited.

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,