[Hiring] Technical Customer Care Specialist I @Cox Enterprises

Role Description

This position is remote/work from home and can be located anywhere within the United States. Schedule: Must be able to work any shift during business hours, currently Monday - Saturday, 6AM - 7PM CDT (hours subject to change to meet business needs, shifts may include a fixed Saturday schedule).

Provides technical customer support to ensure that all customers are satisfied with the 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.

The Technical Customer Care Specialist I will:

• Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues.
• Be responsible for routine customer questions relating to product usage within Xtime support.
• Provide support for technical issues relating to the Cox Automotive suite of products.
• Leverage technical knowledge to deliver excellent care to clients while adhering to quality assurance standards.

Your role:

• Handle routine customer questions relating to product usage.
• Provide technical support on issues through to resolution.
• Maintain expert-level knowledge of line of business 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

• High School Diploma/GED.
• Generally, less than 2 years of experience.
• 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.

Requirements

• 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.

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.