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 Spring 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
This is a fully remote position-must be able to work any shift during business hours, currently Monday – Saturday 6am-8pm CST (hours subject to change to meet business needs).
The Technical Customer Care Specialist will work directly with clients via Phone, E-mail, Chat and / or other electronic methods of communication to resolve their application and product issues. In addition, the Technical Customer Care Specialist will also be responsible for routine customer questions relating to product usage within VinSolutions, as well as technical support issues relating to the Cox Automotive suite of products. This role is responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards.
Specific Responsibilities
Handle routine customer questions relating to product usage
Provide technical support on issues through to resolution.
Maintains expert-level knowledge of VinSolutions 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:
Minimum-
High School Diploma/GED
Generally, less than 2 years’ experience in a related field
Working knowledge of Microsoft Outlook, Word and Excel
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
Preferred-
College Degree
Technical background
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
