Technical Customer Care Specialist I (VinSolutions)

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 anywhere in the specified country

Travel %

No

Work Shift

Variable

Compensation

Hourly base pay rate is $16.15 - $24.23/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 Call Center position where most of troubleshooting is over the phone. The Technical Customer Care Specialist I will work directly with customers via phone and email to resolve their application and product issues.  This position requires self-initiative, ownership, excellent listening skills, and motivation to provide exceptional customer service from inception to resolution for each issue.  Your technical and interpersonal skills are critical to success in this position. 

Work Schedule:

This is a fully remote position-must be able to work any shift during business hours, currently Monday - Saturday, 7AM - 7PM central time zone (hours subject to change to meet business needs).

Specific Responsibilities

• Represent VinSolutions in customer communication via phone and email to assist customers in resolving technical issues
• Demonstrate strong interpersonal and communication skills, while working with diverse audiences 
• Exhibit personal responsibility, accountability, and teamwork
• Troubleshoot difficult problems with either the customer’s configuration, our software, or other vendor integration points
• Provide one-on-one training to new and existing customers as needed while working on support tickets
• Identify and resolve issues that prevent users from utilizing our software
• Provide proper follow-up, even when a problem has not been resolved, to ensure customer is kept apprised of issue status
• Maintain strong working knowledge of released products
• Must have the ability to accommodate extended work hours, a flexible schedule, and work overtime as needed

Qualifications:

Minimum-

• High School Diploma/GED
• Generally less than 2 years' 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

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.
• Minimum of associate's degree or Technical Certification

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, military leave, and parental leave.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits o