Technical Customer Care Specialist ; Dealertrack DMS

Remote Location Requirements

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

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.

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

• 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 Dealer track DMS 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

• 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

• 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.

USD 16.15 - 24.23 per hour

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.