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 Standard Time and will have a rotation for Saturdays (7am - 4 pm MST) and most holidays.
Shift: 9am-6pm MST. Candidates outside MT must adjust their hours to accommodate this schedule.
Preference will be given to qualified candidates who reside on the West Coast.
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
Qualifications:
Minimum-
- High School Diploma/GED
- Generally, less than 2 years of experience
- Previous customer service work experience
- Must possess strong customer service skills and client focus
- Excellent communication skills, both verbal and written
- Organizational skills
- Problem solving abilities
- Technical capacity
- Professionalism
- Attentiveness
- Critical thinking and problem solving
- Service delivery
- Meeting schedules and deadlines
- Data analysis
Preferred-
- 1+ years relevant/related work experience preferred
- Coding/programming experience with a tool such is Java is 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.
Application Deadline: 12/09/2025
Top Skills
What the Team is Saying
What We Do
For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking.
Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more.
As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront.
Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
Why Work With Us
At our core, Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning, when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance, live well and achieve your career goals even as they change over time.
Gallery
Cox Enterprises Teams
Cox Enterprises Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Every person has different working styles and preferences — and we aim to empower teams to work where they are most comfortable. Some roles require in-person work, but for those that can be performed remotely, we offer flexibility.
