The Technical Customer Care Specialist I will manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center.
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:
6240 Sprint Pkwy
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
Technical Customer Care Specialist – Dealertrack
This is a fully remote position-must be able to work any shift during business hours, currently Monday - Saturday, 5AM - 6PM MDT (hours subject to change to meet business needs, shifts may include fixed Saturday schedule).
Key Responsibilities
The Technical Customer Care Specialist will be responsible for routine customer questions relating to product usage, as well as technical support issues relating to the Dealertrack family of products
Handle routine customer questions relating to product usage, as well as technical support issues
Maintains expert-level knowledge of Dealertrack Solutions and Products
Develops and maintains strong technical expertise in Dealertrack products and those devices and platforms upon which the products function
Accurately logs 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
Follow-up skills
Ability to handle and respond to multiple open issues
Able to work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely
Ability to work required shifts both independently and within a team organization
Facilitate communication from Support Team to other departments as needed to complete Cases
Qualifications
Minimum-
High School Diploma/GED
Generally, less than 2 years of experience
Must be flexible to work any shift during business hours,
Follow-up/follow-through skills required
Ability to handle and respond to multiple open issues
Able to work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely
Strong Customer service skills required
Knowledge of various computer applications including experience with business support applications such as MS Office (Word, PowerPoint, and Excel) required
Excellent oral and written communication skills
Experience working in a team environment and assisting others as applicable
Requires attention to detail and the ability to adapt to change
Ability to type 40+ WPM
Preferred-
Previous employment or contract experience with CAI Tech Support preferred.
Associate's degree or Technical Certification or equivalent work experience
Technical background preferred
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.
Compensation:
Hourly pay rate is in the range of $16.59 - $24.86/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.
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, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
