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R202206655

Technical Customer Care Specialist I

  • Remote
  • Full time, Variable
  • Travel: No

Job Category: Customer Care Group

Job Level: Individual Contributor

Division: Cox Automotive

Location:

  • Remote - Vermont
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Description

This is a remote/work from home position.  Training will be between the hours of 9:00 AM - 5:00 PM, EST.  Once training is complete, the schedule is 11:00 AM - 8:00 PM, EST.

Overall Expectations:  

Our Dealer Support Team makes things more than right for our clients. On our team, technical aptitude is important, but so is a great attitude, a collaborative spirit, and a curious mind.

Technical Client Service Representative I  provide strategic site configuration and technical support for the Dealer.com client base. This support includes resolving issues, answering questions, providing training, and working to drive value for our clients. Support Analysts spend most of their time working with clients and collaborating with their teams to troubleshoot problems and develop scalable solutions.

 

Core Competencies for this role include:  

  • Unrelenting client focus
  • Action oriented
  • Resilience
  • Confidence
  • Situational adaptability
  • Resourcefulness
  • Interpersonal savvy

Responsibilities:  

  • Provide exceptional service to both internal stakeholders and external clients
  • Manage the expectations of demanding clients to deliver high quality results in a timely fashion.
  • Process client requests from varying inbound channels. Including both phone and email.
  • Perform root cause analysis. 
  • Document processes and resolutions. 
  • Develop extensive knowledge of DDC products and services. 
  • Learn and utilize DDC support tools, processes and procedures. 
  • Assist with additional special projects as assigned. 
  • Follow and adhere to all Support policies, including call and case-handling practices.
  • Provide feedback on current practices to Support leadership.
  • Demonstrate flexibility to work any of the Support shifts including but not limited to a rotating Saturday shift 
  • Other duties as assigned 
Knowledge and Skills Requirements:  

What We Look For:  

  • Bachelor’s degree preferred 
  • 2-3 years of technical support experience a plus 
  • Demonstrated ability to provide world class service and entice our clients to become “raving fans” of Dealer.com
  • Strong analytical skills and data-driven thinking
  • Excellent written and verbal communication skills
  • Strong troubleshooting software systems and applications
  • Strong teambuilding skills with demonstrated problem solving abilities
  • Able to resolve client issues efficiently, effectively, and expeditiously in an independent manner
  • Self-directed, driven, and enthusiastic
  • Ability to multi-task and perform in a fast-paced environment.

Preferred: Experience with one or more of the following (not required)  

  • Customer relationship management (CRM)
  • Cloud based telephony systems
  • Troubleshooting methodologies 
  • HTML
  • CMS
  • Bootstrap
  • Email theory 
  • Networking 
  • Data Analysis 
  • DNS 
  • Browser configuration  
  • Mac, Windows, iOS 
  • Remote app support 

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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