Technical Customer Care Specialist I (Dealertrack)

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 $16.15 - $24.23/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

This is a fully remote position-must be able to work any shift during business hours, currently Monday - Saturday (hours subject to change to meet business needs).

The Technical Customer Care Specialist will work directly with clients via Phone, E-mail, Chat and / or other electronic methods of communication to resolve their application and product issues. In addition, the Technical Customer Care Specialist will also be responsible for routine customer questions relating to product usage within DealerTrack DMS, as well as technical support issues relating to the Cox Automotive suite of products. This role is responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards.

Specific Responsibilities  

• Handle routine customer questions relating to product usage 

• Provide technical support on issues through to resolution. 

• Maintains expert-level knowledge of [Business Unit] 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  

Qualifications: ​

Minimum-

• High School Diploma/GED

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

Preferred-

• College Degree
• Technical background

• 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 …