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202202965

Technical Client Service Representative I

  • Remote
  • Full time, Day
  • Travel: No

Job Category: Customer Care Group

Job Level: Individual Contributor

Division: Cox Automotive

Location:

  • REMOTE - USA
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Description

We’re searching for  Technical Client Services Representative  to provide a high level of customer service combined with troubleshooting abilities to work with our customers to resolve their application issues. 

  • The Department is open Monday - Friday, 6AM - 8PM Central Time; Saturday 8AM – 6PM Central Time
  • Shifts are as follows: (6a-3p; 7a-4p; 8a-5p; 9a-6p; 10a-7p; 11a-8p)
  • Saturdays are scheduled on a rotation or can be permanent with a different day off during that week. 8 am – 6 pm

New Hire Sign-on Bonus Only: $1,500 Sign-On Bonus after completion of 90 days with Dealertrack for offers of employment through 8/31/22.

This position is remote/work from home and can be located anywhere within the United States.

This position requires initiative, ownership, excellent communication skills, as well as the desire to provide exceptional customer service from inception to resolution for each issue. We look for people with great customer service skills and the ability to learn our technology.  Your technical and interpersonal skills are critical to the success of VinSolutions and our products. At VinSolutions, a Cox Automotive company, we will offer you a collaborative environment, competitive pay and recognition for your outstanding performance.

Your role: 

  • Handle routine customer questions relating to product usage, as well as support issues relating to the VinSolutions’ family of products
  • 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
  • Develop and maintain technical expertise in VinSolutions’ products and those devices and platforms upon which the products function
  • Accurately log all customer information in the CRM customer ticketing system
  • Adhere to corporate objectives for ticket processing and associated support service level agreements for response time and ticket closure
  • Facilitate communication from Support Team to other departments as needed to complete cases
Required Qualifications:
  • High School Diploma or GED
  • 1+ years related/relevant work experience
  • Must be flexible to work any shift during business hours, 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
  • Excellent oral and written 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 qualifications:

  • College degree preferred; at a minimum Associates Degree or Technical Certification required 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, and etc.
  • Experience supporting mobile devices such as IOS and Android

Compensation:

  • Hourly pay rate is $15.53 - $23.32/hour. The hourly rate may vary outside of the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience.
  • Position is eligible for additional compensation that may include commission (annual, monthly, etc.) and/or and incentive program.

About Cox Automotive

At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What’s more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today! 

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today! 

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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.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

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