Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Technical Customer Care Specialist I

Management Level

Individual Contributor

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

Yes, 5% of the time

Work Shift

Day

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.

Job Description

​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

High School Diploma or GED required

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.

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.

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.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. 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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.