Technical Customer Care Specialist ; Dealertrack DMS

Technical Customer Care Specialist I (Dealer track DMS)

Join to apply for the Technical Customer Care Specialist I (Dealer track DMS) role at Cox Automotive Inc.

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 customer satisfaction with Cox Automotive products and services.
• Engages with customers to explain product/service capabilities and operations.
• Trains customers on standard operational procedures and offers coaching to resolve technical and procedural difficulties.
• Liaises with product, service delivery and other teams to address unanticipated issues and situations.
• Must be able to work any shift during business hours.

Schedule

Fixed Tuesday‑Saturday (to be scheduled anytime within business hours Mountain Standard Time based on business needs).

The Technical Customer Care Specialist I Will

• Work directly with clients via phone, email, chat and other electronic methods to resolve application and product issues.
• Handle routine customer questions relating to product usage within Dealer track DMS support.
• Provide support for technical issues related to the Cox Automotive suite of products.
• Leverage 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.
• Maintain 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 customers are 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 verbal and written communication skills.
• Strong problem‑solving and troubleshooting skills.
• Strong interpersonal skills and attention to detail.
• Ability to accommodate extended hours, flexible work schedule, and overtime as needed, including weekend hours.
• Ability to work independently as part of 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.

Compensation

Hourly base pay rate is $16.15 – $24.23 per hour. The rate may vary based on location and candidate qualifications. Position may be eligible for additional compensation such as commission or incentive programs.

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. Additional paid time off is available for bereavement, voting, jury duty, volunteer time, military leave, and parental leave.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.