[Hiring] Technical Customer Care Specialist I @Cox Enterprises

Role Description

This is a REMOTE role that is LOCATION SPECIFIC: The individual can work remotely but needs to be within a commutable distance (25 miles or less) to one of the following Cox Automotive hub locations:

• 6405 Metcalf Ave Bldg #3 Suite 400, Overland Park, KS
• 224 Valley Creek Blvd Suite 400, Exton, PA
• 1 Howard St., Burlington, VT
• 6305 Peachtree Dunwoody Rd. Bldg B, Atlanta, GA
• 13693 S. 200 W, Draper UT

This is a fully remote position - must be able to work any shift during business hours, currently Monday – Saturday 7am-8pm CST (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 VinSolutions, 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
• Maintain expert-level knowledge of VinSolutions 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 knowledge

Requirements

• 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
• 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
• Seven paid holidays throughout the calendar year
• Additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave