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:
6405 Metcalf Ave Bldg #3 Suite 400
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
Technical Customer Care Specialist - Dealertrack
This is a fully remote position-must be able to work any shift during business hours, currently Monday - Saturday, 5AM - 6PM MST (hours subject to change to meet business needs, shifts may include fixed Saturday schedule).
Key Responsibilities
- The Technical Customer Care Specialist will be responsible for routine customer questions relating to product usage, as well as technical support issues relating to the Dealertrack family of products
- Handle routine customer questions relating to product usage, as well as technical support issues
- Maintains expert-level knowledge of Dealertrack Solutions and Products
- Develops and maintains strong technical expertise in Dealertrack products and those devices and platforms upon which the products function
- Accurately logs all customer information in the CRM customer ticketing system
- Adhere to corporate objectives for ticket processing and associated support service level agreements for response time and ticket closure
- Follow-up skills
- Ability to handle and respond to multiple open issues
- Able to work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely
- Ability to work required shifts both independently and within a team organization
- Facilitate communication from Support Team to other departments as needed to complete Cases
Qualifications
Minimum-
- High School Diploma/GED
- Generally, less than 2 years of experience
- Must be flexible to work any shift during business hours, currently Monday - Saturday, 7AM - 8PM eastern time zone (hours subject to change to meet business needs)
- Follow-up/follow-through skills required
- Ability to handle and respond to multiple open issues
- Able to work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely
- Strong Customer service skills required
- Knowledge of various computer applications including experience with business support applications such as MS Office (Word, PowerPoint, and Excel) required
- Excellent oral and written communication skills
- Experience working in a team environment and assisting others as applicable
- Requires attention to detail and the ability to adapt to change
- Ability to type 40+ WPM
Preferred-
- Associate's degree or Technical Certification or equivalent work experience
- Technical background preferred
USD 16.59 - 24.86 per hour
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.
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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.
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