Customer Care Specialist II (Autotrader/KBB)

The Customer Care Specialist II helps customers via an inbound call queue, support ticketing systems, and/or through established customer engagement. Develops and maintains positive relations with customers. Responds to customer inquiries regarding company products, features, and/or services. Addresses fulfillment, billing, account management, technical, and configuration issues. Refers complex, unexpected, or recurring issues to internal experts as required to ensure prompt and effective resolution.

This is a fully remote position-must be able to work any shift during business hours, currently Monday through Saturday 8am-8pm EDT (hours subject to change to meet business needs).

Specific Responsibilities

• Receive and respond to customer requests via the inbound call queue and support ticketing systems.
• Provide an Effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.
• Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customer's configuration, Cox Automotive software, or other vendor integration points.
• May provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.
• Apply appropriate security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information.
• Document customer inquiries, status, and resolution.
• Work across teams when needed and follow up with customers to resolve issues satisfactorily.
• Serves as a customer care agent for an assigned customer base or product area.
• Responds to customer inquiries received via telephone or online.
• Documents and reports on customer inquiries, status, and resolution.
• Follow up with customers on issue status and resolution to ensure ongoing high satisfaction levels.
• Determines problem source (i.e., hardware, software, user access),
• Resolves issues where possible,
• Refers difficult and complex issues to internal technical experts and/or,
• Refers issues to management,
• Documents issues for future reference, internally and externally.
• Builds working relationships with customer representatives and with cross-functional teams.

Required Qualifications:

Minimum-

• High School Diploma/GED and 3 years’ experience in a related field.
• OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience;
• OR 5 years’ experience in a related field
• Strong technical skills (Microsoft Office, Salesforce.com, or similar CRM, contact center software)

Preferred-

• Automotive industry software support experience
• Contact Center Operations experience (telecom, workforce management, forecasting, call monitoring, etc.)