Technical Customer Care Specialist I (Xtime)

Company

Cox Automotive - USA

Customer Care Group

Technical Customer Care Specialist I

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

No

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.

The Technical Customer Care Specialist will work directly with clients via Phone, E-mail, Chat and / or other electronic methods of communication to resolve their application and product issues. In addition, the Technical Customer Care Specialist will also be responsible for routine customer questions relating to product usage within Xtime, as well as technical support issues relating to the Cox Automotive suite of products. This role is responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards.

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:

 

6240 Sprint Pkwy

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

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

Schedule: Fixed Saturday schedule - will work 5 days per week to INCLUDE fixed SATURDAYS. Sunday and one other weekday off which could vary. To be scheduled anytime within business hours, currently 6am-7pm CST based on business needs)

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.

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 Xtime 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