Technical Customer Care Specialist ; Dealertrack FI

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Technical Customer Care Specialist I Management Level Individual Contributor Flexible Work Option Can work remotely anywhere in the specified country Travel % No Work Shift Variable Compensation Hourly base pay rate is $16.59 - $24.86/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.

This is a Call Center position where most of troubleshooting is over the phone. The Technical Support Specialist will work directly with customers via phone and email to resolve their application and product issues. This position requires self-initiative, ownership, excellent listening skills, and motivation to provide exceptional customer service from inception to resolution for each issue. Your technical and interpersonal skills are critical to success in this position.

This position is remote/work from home and can be located anywhere within the United States. This position-must be able to work any shift during business hours. Shift

Schedule:

Each employee will be scheduled based upon business neesd, but the general hours are Monday-Friday anywhere from 7am-7pm CST with rotational or fixed Saturdays 8am-5pm CST 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. 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 Will be responsible for routine customer questions relating to product usage within Dealer track 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

• 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…