What are the responsibilities and job description for the Technical Customer Care Specialist I position at Cox?
DealerTrack is looking for a Technical Customer Care Specialist to join our team. The Technical Customer Care Specialist will take inbound calls from our dealership customers and will answer client inquiries and resolve a variety of technical issues regarding the DealerTrack Dealer Management Software (DMS) application.
The Technical Customer Care Specialist will manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center. Candidates who apply for this role are expected to provide clients the level of service that exceeds their expectations whilst maintaining DealerTrack's DMS High Touch services delivery standards.
The department is open Monday - Friday 6 am - 6 pm Mountain Time and will have a rotation for Saturdays (7am - 4 pm MTN) and most holidays.
Shift : 9am-6pm MT. Candidates outside MT must adjust their hours to accommodate this schedule.
What You'll Do
- Professionally manage a variety of questions and concerns from clients regarding technical inquiries for the Dealertrack Dealer Management Software (DMS)
- Responsible for responding to client inquiries, troubleshooting and / or resolving product issues, and providing the information to resolve our clients' concerns
- Research technical problems with the aim of finding the best possible solution
- Work with internal team members via cases, phone, email and IM to escalate system and client issues
- Analyze data to resolve complex technical issues
- Use critical thinking and problem-solving skills to resolve a wide variety of issues
- Follow up with client requests in a timely manner
- Correctly document all work in a case system
- Manage escalation cases with professionalism and a focus on client satisfaction
- Mentor team members to improve the departments overall success and client satisfaction
- Maintain constructive relationships with customers and bring to the attention of the manager any issues / inquiries
- Works on other projects as assigned by their Manager / Supervisor
- Attend training sessions to improve and / or maintain skill sets
- Maintain professionalism while working with clients, co-workers, and leadership
- Ability to work under pressure and against deadlines
- Ability to use discretion in managing confidential client data
- Ability to follow outlined processes and demonstrate good judgment
- Ability to work well independently and with a team
- Ability to analyze different types of data to draw conclusions
Who You Are
Minimum
Preferred
USD 16.15 - 24.23 per hour
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.
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!
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.
Salary : $16 - $24
