This is a Call Center position where most of troubleshooting is over the phone. The Technical Support Specialist will work directly with customers via phone and email to resolve their application and product issues. This position requires self-initiative, ownership, excellent listening skills, and motivation to provide exceptional customer service from inception to resolution for each issue. Your technical and interpersonal skills are critical to success in this position.
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
Summary:
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.
This position-must be able to work any shift during business hours.
Shift Schedule:
Each employee will be scheduled based upon business need, but the general hours are Monday-Friday anywhere from 7am-7pm CST with rotational Saturdays 8am-5pm CST
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
Will be responsible for routine customer questions relating to product usage within VinSolutions support
Provide support for technical issues relating to the Cox Automotive suite of products
Responsible for leveraging 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
Maintains 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
Minimum 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
What We Look For (Preferred):
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.
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
