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.
Your Role:
- 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
Minimum Qualifications:
- High School Diploma/GED
- Generally less than 2 years' experience in a related field
- Ability to troubleshoot and document issues related to system performance and functionality.
- Excellent communication skills (both 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 base pay rate is $16.15 - $24.23/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.
Application Deadline: 01/07/2025
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.
