Technical Customer Care Specialist II - vAuto

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

Variable

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

vAuto is looking for a Technical Customer Care Specialist II to join our call center team remotely! 

 

SCHEDULE:  

If selected for this role, your permanent work schedule will be given to you during your training period. 

• This is a call center role. Hours of operation are 7AM - 8PM (M-F) and 8AM - 5PM (Sat).  

• All times listed above are Central Standard Time (CST). 

• You would be scheduled for an 8-hour shift within our hours of operation 

• You would also be expected to work some holidays and Saturdays 

 

This position involves taking inbound phone calls, emails, tickets and working to assist Cox Automotive customers. Our Service model looks different from traditional help desk models, because it’s made up of skilled, knowledgeable, technically adept staff with the tools and access needed to resolve most issues and requests on first contact. 

 

Your Role:  

• Providing the first level of support, answering a high volume of calls and e-mails from customers 

• Assists customers with a variety of questions, requests, and issues 

• Effectively research, document, track and monitor customers’ requests and issues to ensure a timely resolution 

• Effectively communicate technical concepts, while taking into consideration the varying degrees of customers’ technical experience. 

• Identify and organize tickets according to priority 

• Interfaces with customer’s multiple vendors and platforms to ensure seamless data flow, proactively identifies and resolves data issues. 

• Accurately input document and maintain customer issues using SalesForce.com. 

 

Minimum Qualifications: 

• 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 experience; OR 5 years’ experience in a related field 

 

What We Look For (Preferred): 

• Bachelor’s Degree in Information Technology or Computer Information Systems with programming 

• Basic to intermediate technical skills with a moderate level of proficiency 

• Strong knowledge of basic problem resolution and escalation practices 

• Strong technical aptitude, analytical and problem-solving skills 

• Experience with readying and writing SQL queries 

• Excellent phone, verbal and communication skills 

• Attention to detail, maintaining a high degree of accuracy 

• Organizational skills 

• Ability to work independently with minimal supervision 

• Ability to multitask with frequent interruptions and multiple priorities 

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: 09/10/2024 Apply