Technical Customer Care Specialist

Technical Customer Care Specialist I

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 Mon-Fri 6am-8pm CST Saturday 8am-6pm CST
• Saturdays are either on rotation or permanent (depending on business need at the time)

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
• 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. 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).

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.