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 $19.18 - $28.80/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 is looking to add a Technical Customer Care Specialist II to their call center team!

This position is 100 percent remote, and can be worked from anywhere in the United States. This position reports directly to a Supervisor and is expected to effectively work both independently and in a team environment.

This position interacts directly with Dealer.com clients and partners, as well as internally with team members, managers and leaders within the Dealer Support organization. This position collaborates with other internal teams such as Performance Management, Implementation and Advanced Support.

Our Dealer Support Team makes things more than right for our clients. On our team, technical aptitude is important, but so is a great attitude, a collaborative spirit, and a curious mind.

Scheduling Expectations:

• Employees are expected work on Eastern Time, regardless of physical location
• Hours of operation are Monday through Saturday, 8:00AM – 8:00AM PM EST
• Shifts will be determined based upon business need
• Employees will generally work Monday through Friday, and work Saturdays every six weeks
• Employees will also be expected to work some holidays

Core Competencies for this role include:

• Unrelenting client focus and situational adaptability
• Resilience, confidence, resourcefulness

Primary Duties and Responsibilities:

• Provide exceptional service to both internal stakeholders and external clients
• Manage the expectations of demanding clients to deliver high quality results in a timely fashion.
• Process client requests from varying inbound channels. Including both phone and email.
• Perform root cause analysis.
• Document processes and resolutions.
• Develop extensive knowledge of DDC products and services.
• Learn and utilize DDC support tools, processes and procedures.
• Assist with additional special projects as assigned.
• Follow and adhere to all Support policies, including call and case-handling practices.
• Provide feedback on current practices to Support leadership.
• Demonstrate flexibility to work any of the Support shifts including but not limited to a rotating Saturday shift.
• Other duties as assigned

Minimum Qualifications:

• High School Diploma/GED and 3 years’ experience in a Customer or Technical Support role. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a Customer or Technical Support and up to 1 year of experience; or 5 years’ experience in Customer or Technical Support

• Demonstrated ability to provide world class service and entice our clients to become “raving fans” of Dealer.com
• Strong analytical skills and data-driven thinking
• Excellent written and verbal communication skills
• Strong teambuilding skills with demonstrated problem solving abilities
• Able to resolve client issues efficiently, effectively, and expeditiously in an independent manner
• Self-directed, driven, and enthusiastic
• Ability to multi-task and perform in a fast-paced environment.

What We Look For (Preferred)

• Bachelor’s degree
• 2-3 years of technical support experience
• Customer relationship management (CRM)
• Cloud based telephone systems
• Troubleshooting methodologies
• HTML, CMS, Bootstrap, Email theory
• Networking, Data Analysis, DNS
• Browser configuration
• Mac, Windows, iOS
• Remote app support

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 ar