Technical Customer Care Specialist I (Dealertrack Fixed Operations)

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

Day

Compensation

Hourly base pay rate is $15.87 - $23.75/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.

 The Technical Customer Care Specialist I answers client inquiries and resolves a variety of technical issues regarding the Dealertrack Dealer Management Software (DMS) application. Candidates who apply for this role are expected to provide clients the level of service that exceeds their expectations whilst maintaining Dealertrack’s DMS high services delivery standards.

This is a Remote Call Center position with the expectation that the candidate will be scheduled Monday – Friday 5am-6pm MST and Saturday’s (once a month) 7am-4pm MST.

Candidates can be located anywhere in the United States but must be comfortable working in the Mountain Standard Time Zone.

What You’ll Do 

You’ll be a true acrobat of algorithms, helping our clients with PC problems and tech troubles. You’ll also use your palpable people skills to engage with our clients, offering answers to questions and a touch of training on how to use their equipment and associated apps. 

Here are some of the most relevant responsibilities for this gig: 

● Provide client support & technical resolution via email, phone & other 

electronic communications. 

● Troubleshoot and resolve all product-specific technical 

(hardware/software) problems. 

● Verify proper installation and configuration of software. 

● Answer policy and procedural questions. 

● Provide training to clients in the use of the system and applications. 

What’s In It For You? 

• Hey, what’s a tech job without the best possible technology at your fingertips?  We know you’re going to need the best workspace tools and technology and Cox makes sure you have the most innovative equipment and resources available so you can always be. 

•Here’s the data you’ve likely been browsing for:  Cox provides great, highly competitive pay, generous incentives, and other compensation perks (401k + matching, comprehensive medical benefits, etc.).  We also offer tuition reimbursement for academic pursuits, adoption assistance, paid time off to volunteer, childcare and eldercare resources, pet insurance (cool, right?) and much more. 

• Growth is a good thing, and you’ll have opportunities to learn and trains you can upload new skills and explore exciting opportunities across the Cox family of businesses that will continue to challenge and empower you. 

• Just like you’ll be making customers feel good about their experience, Cox has an outstanding company culture that does the same for you. At Cox, we get that you’ve got a life outside our doors, so we create a flexible work environment, honoring your desire to balance work life with, well, life. Our diverse, inclusive culture invites you to bring your authentic self to work, and the trust between our leadership and our teams means you’re working in an environment that supports collaboration through innovation, and real change driven by people like you. 

Who You Are 

You’re someone who can not only solve issues, but who can clearly communicate that to others, too. You’re at ease with customers and colleagues alike, and your ability to read a situation is encoded in your personal programming. You’re the human antidote to spaghetti code, always organized and reliable. Still nodding your head in agreement with this description? Here are the qualifications that make up this job’s knowledge base: 

Essential Functions:

• The Client Services Representative will manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center
• Professionally manage a variety of questions and concerns from clients regarding technical inquiries for the Dealertrack Dealer Management Software (DMS)
• Responsible for responding to client inquiries, troubleshooting and/or resolving product issues, and providing the information to resolve our clients’ concerns
• Research technical problems with the aim of finding the best possible solution
• Work with internal team members via cases, phone, email and IM to escalate system and client issues
• Analyze data to resolve complex technical issues
• Use critical thinking and problem-solving skills to resolve a wide variety of issues
• Follow up with client requests in a timely manner
• Correctly document all work in a case system
• Manage escalation cases with professionalism and a focus on client satisfaction
• Mentor team members to improve the departments overall success and client satisfaction
• Maintain constructive relationships with customers and bring to the attention of the manager any issues/inquiries
• Works on other projects as assigned by their Manager/Supervisor
• Attend training sessions to improve and/or maintain skill sets
• Maintain professionalism while working with clients, co-workers, and leadership
• Ability to work under pressure and against deadlines
• Ability to use discretion in managing confidential client data
• Ability to follow outlined processes and demonstrate good judgment
• Ability to work well independently and with a team
• Ability to analyze different types of data to draw conclusions

Minimum Qualifications:

• High School Diploma/GED
• Generally, less than 2 years’ experience in a related field
• Working knowledge of Microsoft Outlook, Word and Excel

What We Look For (Preferred):

• College Degree
• Technical background

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: 06/27/2024 Apply