Technical Customer Care Specialist I (VinSolutions)

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

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 VinSolutions, part of the Cox Automotive family of businesses, as we are hiring for our Technical Customer Care I position.

This is a Call Center position where most of the troubleshooting is over the phone. As the Technical Customer Care Specialist I you 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 is a remote, work from home opportunity and training for this role will begin April 29, 2024.

The Department is open Monday - Friday, 6AM - 8PM Central Time; Saturday 8AM – 6PM Central Time. The role is completely remote, however candidates must be okay working in the Central Time Zone

• As a Technical Support Specialist, you will represent VinSolutions in customer communication via phone and email to assist customers in resolving technical issues
• Demonstrate strong interpersonal and communication skills, while working with diverse audiences
• Exhibit personal responsibility, accountability, and teamwork
• Troubleshoot difficult problems with either the customer’s configuration, our software, or other vendor integration points
• Provide one-on-one training to new and existing customers as needed while working on support tickets
• Identify and resolve issues that prevent users from utilizing our software
• Provide proper follow-up, even when a problem has not been resolved, to ensure customer is kept apprised of issue status
• Maintain strong working knowledge of released products
• Must have the ability to accommodate extended work hours, a flexible schedule, and work overtime as needed

Minimum Requirements:

• High School Diploma/GED
• Generally, less than 2 years of experience
• 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; at a minimum Associates 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: 08/19/2024 Apply