Technical Customer Care Specialist I (Dealertrack FI)

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 Call Center position where most of troubleshooting is over the phone. The Technical Support Specialist 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.  

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

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 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 of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

EOE, including disability/vets 
 
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.