Technical Customer Care Specialist I (Dealertrack FI)

Cox Enterprises

Technical Customer Care Specialist I (Dealertrack FI)

Reposted 4 Hours Ago

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Hiring Remotely in MO USA

Remote or Hybrid

17-25 Hourly

Junior

Artificial Intelligence • Automotive • Greentech • Information Technology • Machine Learning • Software • Cybersecurity

Empowering people today to build a better future for the next generation.

The Role

The Technical Customer Care Specialist I provides remote technical support to customers over the phone and email resolving issues related to application and product usage while ensuring satisfactory customer service.

Summary Generated by Built In

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.

USD 16.59 - 24.86 per hour
Compensation:
Hourly pay rate is in the range of $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.
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE including disability/vets

Skills Required

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
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

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The Company

HQ: Atlanta GA

50000 Employees

Year Founded: 1898

What We Do

For well over a century Cox Enterprises has been shaping the future with daring ideas and values-driven thinking. Since our founding in 1898 our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries as well as in new ventures in agriculture cleantech digital media and more. As a privately-held family-owned business we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth amazing benefits and work-life balance at the forefront. Our mission our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.

Why Work With Us

At our core Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance live well and achieve your career goals even as they change over time.

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Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Every person has different working styles and preferences — and we aim to empower teams to work where they are most comfortable. Some roles require in-person work but for those that can be performed remotely we offer flexibility.

Typical time on-site: Flexible