Technical Customer Care Specialist II; Autotrader

Position: Technical Customer Care Specialist II (Autotrader)
** Company
* * Cox Automotive - USA
** Job Family Group
** Customer Care Group
** Job Profile
** Technical Customer Care Specialist II
** Management Level
** Individual Contributor
** Flexible Work Option
** Can work remotely but need to live in the specified city, state, or region
** Travel %
** No
* * Work Shift
** Variable
* * Compensation
* * Hourly base pay rate is $19.57 - $29.38/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.
** Job Description
** Provides technical customer support to ensure that all customers are satisfied with the acquired company's 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 is a REMOTE role that is LOCATION SPECIFIC:
The individual can work remotely but needs to be near any of the 4 listed locations and the successful candidate
** must live within 25 miles of their selected location.
** M
* *** ust be able to work any shift during business hours, currently Monday through Saturday 8am-8pm EDT (hours subject to change to meet business needs).
** Kansas
5700 Broadmoor St # 600

Mission, KS 66202

Vermont1 Howard St Burlington, VT 05401

Utah
3693 S 200 W Suite 600

Draper UT 84020

Georgia
6305 Peachtree Dunwoody Rd Bldg. BAtlanta, GA 30328
** SPECIFIC RESPONSIBLITIES:
*** Handle incoming technical support customer requests escalated by front-line support.
* Serves as a customer care agent for an assigned customer base or product area.
* Responds to customer inquiries received via telephone or online.
* Answers routine to moderately complex questions, following established procedures.
* Researches and troubleshoots customer requests, analyzes needs and:
* 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
* Documents and reports on customer inquiries, status and resolution.
* Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.
* Builds working relationships with customer representatives and with cross functional teams.
*
* 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
* Ability to work flexible work hours/schedule.
* Able to work independently and as a team to deliver on individual and business goals
* Strong problem-solving capabilities
* Strong technical troubleshooting skills
* Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail.
** 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.
** 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.

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 efits 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…