Company
Cox Automotive - USA
Customer Care Group
Technical Customer Care Specialist I
Individual Contributor
Can work remotely anywhere in the specified country
No
Variable
Compensation
Hourly base pay rate is $15.87 - $23.75/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 I answers client inquiries and resolves a variety of technical issues regarding the Dealertrack Dealer Management Software (DMS) application. Candidates who apply for this role are expected to provide clients the level of service that exceeds their expectations whilst maintaining Dealertrack’s DMS high services delivery standards.
This is a Remote Call Center position with the expectation that the candidate has scheduling availability Monday – Friday 6am-6pm MST. Additionally, they will be scheduled one Saturday per month.
Candidates can be located anywhere in the United States but must be comfortable working in the Mountain Standard Time Zone.
Primary Job Responsibilities:
- The Technical Customer Care Specialist I will manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center
- Professionally manage a variety of questions and concerns from clients regarding technical inquiries for the Dealertrack Dealer Management Software (DMS)
- Responsible for responding to client inquiries, troubleshooting and/or resolving product issues, and providing the information to resolve our clients’ concerns
- Research technical problems with the aim of finding the best possible solution
- Work with internal team members via cases, phone, email and IM to escalate system and client issues
- Analyze data to resolve complex technical issues
- Use critical thinking and problem-solving skills to resolve a wide variety of issues
- Follow up with client requests in a timely manner
- Correctly document all work in a case system
- Manage escalation cases with professionalism and a focus on client satisfaction
- Mentor team members to improve the departments overall success and client satisfaction
- Maintain constructive relationships with customers and bring to the attention of the manager any issues/inquiries
- Works on other projects as assigned by their Manager/Supervisor
- Attend training sessions to improve and/or maintain skill sets
- Maintain professionalism while working with clients, co-workers, and leadership
- Ability to work under pressure and against deadlines
- Ability to use discretion in managing confidential client data
- Ability to follow outlined processes and demonstrate good judgment
- Ability to work well independently and with a team
- Ability to analyze different types of data to draw conclusions
Qualifications:
Minimum-
- High School Diploma/GED
- Generally, less than 2 years’ experience in a related field
- Working knowledge of Microsoft Outlook, Word and Excel
Preferred-
- College Degree
- Technical background
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.
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, parental leave, and COVID-19 vaccination leave.
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.
Application Deadline: 10/28/2024
