Technical Customer Care Specialist II

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 anywhere in the specified country

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $19.18 - $28.80/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

Candidates must reside in one of the following locations to be considered:

• Kansas
• Missouri
• Ohio
• Georgia
• Texas
• Burlington, VT

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.

A preferred skill for candidates is to have knowledge and experience in one of the following coding languages: SQL, Python, C#, Perl, HTML.

Your role:

• Handle incoming [Business Unit] 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.

Minimum Requirements:

• High School Diploma/GED and 3 years-experience OR Any level degree or certification beyond HSD/GED and 1 year experience OR 5 years-experience

• ·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 Requirements:

• Knowledge and experience of one or more of the following coding languages: SQL, Python, C#, Perl, HTML

• 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, 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.

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