The Customer Care Specialist II helps customers via an inbound call queue, support ticketing systems, and/or through established customer engagement. Develops and maintains positive relations with customers. Responds to customer inquiries regarding company products, features, and/or services. Addresses fulfillment, billing, account management, technical, and configuration issues. Refers complex, unexpected, or recurring issues to internal experts as required to ensure prompt and effective resolution.
This is a fully remote position-must be able to work any shift during business hours, currently Monday through Saturday 8am-8pm EDT (hours subject to change to meet business needs).
Specific Responsibilities
- Receive and respond to customer requests via the inbound call queue and support ticketing systems.
- Provide an Effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.
- Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customer's configuration, Cox Automotive software, or other vendor integration points.
- May provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.
- Apply appropriate security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information.
- Document customer inquiries, status, and resolution.
- Work across teams when needed and follow up with customers to resolve issues satisfactorily.
- Serves as a customer care agent for an assigned customer base or product area.
- Responds to customer inquiries received via telephone or online.
- Documents and reports on customer inquiries, status, and resolution.
- Follow up with customers on issue status and resolution to ensure ongoing high satisfaction levels.
- Determines problem source (i.e., hardware, software, user access),
- Resolves issues where possible,
- Refers difficult and complex issues to internal technical experts and/or,
- Refers issues to management,
- Documents issues for future reference, internally and externally.
- Builds working relationships with customer representatives and with cross-functional teams.
Required Qualifications:
Minimum-
- High School Diploma/GED and 3 years’ experience in a related field.
- OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience;
- OR 5 years’ experience in a related field
- Strong technical skills (Microsoft Office, Salesforce.com, or similar CRM, contact center software)
Preferred-
- Automotive industry software support experience
- Contact Center Operations experience (telecom, workforce management, forecasting, call monitoring, etc.)
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 $17.74 - $26.59/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.
In California, we will consider non-driving candidates who use alternate means of transportation in accordance with applicable law.
