Customer Care Specialist II (Autotrader Dealer Support)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Customer Care Specialist II

Management Level

Individual Contributor

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $17.40 - $26.06/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

*The application deadline for this role is July 3, 2024

At Cox Automotive we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world.  

Come build a better future with us to provide support for our Kelly Blue Book and Autotrader clients.  We are currently hiring a remote Customer Care Specialist II.

The Customer Care Specialist II will have primary responsibilities consisting of a broad range of customer support and sales activities. This role will be providing support to potential consumers and site browser requests for assistance via phone, email, and chat with thorough answers and the utmost courtesy. The successful Customer Care Specialist II will be able to stay current on processes and product changes, effectively troubleshoot technical issues, meet standard performance metrics, including revenue goals, and deliver world-class customer service.

This is a remote, work from home opportunity.

The Department is open Monday - Friday, 8AM-8PM Eastern Time; Saturday 9AM – 6PM Eastern Time. Saturdays are scheduled on a rotational basis

Responsibilities:

• Receive and respond to inbound customer telephone, chats, and email inquiries regarding advertising products and/or services.
• Other interaction via telephone, fax, email, and face-to-face may occur with customers, other Customer Service Department teams, and internal teams as applicable. 
• Educate customers about the features and benefits of products in order to improve product-related sales and customer satisfaction.
• Determine customer requirements and expectations in order to recommend specific products and solutions
• Proactively recommend items needed by customers to increase customer satisfaction and improve transaction profitability
• Follow issues from identification to resolution, working with various internal departments and external affiliated websites and companies to bring resolution to customer concerns as they arise
• Ability to effectively present information to customers, co-workers, supervisors on a one-on-one basis 
• This includes assisting others with troubleshooting and issue resolution as necessary  
• Utilize computerized systems to notate customer interactions, concerns, trends, track calls, and other reporting as necessary
• Includes producing, formatting, and appropriate delivery of reports as necessary, not limited to the use of Outlook, Excel, Word, and other programs and applications as required.

Minimum Requirements:

• 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

• Demonstrated excellence for high quality customer service.
• Strong computer skills, especially proficient in Microsoft Office, Outlook, and other Internet-based tools. 
• Strong understanding of business operations (spreadsheets, trends, data)
• Demonstrated ability to adapt in a changing environment.
• Proven record of multi-tasking and prioritizing competing demands
• Experience working in a contact center metrics-driven environment.
• Strong communication skills and basic computer knowledge
• Ability to operate under tight pressure.
• Must be flexible to work any shift during business hours in the Central Standard Time Zone, currently Monday - Friday 6am -8pm Saturday 8AM - 6PM (hours subject to change to meet business needs).  Must have the ability to accommodate extended work hours, a flexible schedule, and work overtime as needed.
• Must have excellent written and verbal communication skills.
• Requires attention to detail and the ability to adapt to change.
• Ability to accurately facilitate communication between the customer description and the written word in the CRM ticketing system.

Preferred Requirements:

• College degree preferred; Associate degree or Technical Certification preferred or commensurate work experience.
• Ability to analyze, troubleshoot, and document issues related to system performance and functionality.
• Experience supporting online products and services.
• Experience using web developer tools to troubleshoot website problems.  Ex: Chrome, IE, Firefox, etc.
• Experience supporting mobile devices such as IOS and Android

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, parental leave, and COVID-19 vaccination leave.

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. 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). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Application Deadline: 07/03/2024 Apply