Technical Customer Care Specialist II (Dealer.com)

External

Cox Automotive · Remote

Full-timeRemoteToday

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About the role

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 E

Requirements

MINIMUM-
High School Diploma/GED and 3 years-experience OR Any level degree or certification beyond HSD/GED and 1 year experience OR 5 years-experience
Ability to work flexible work hours/schedule.
Able to work independently and as a team to deliver on individual and business goals
Strong problem-solving capabilities
Strong technical troubleshooting skills
Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail.
PREFERRED-
Experience troubleshooting HTML and CSS issues including layout, styling, and cross-browser compatibility strongly preferred
Experience implementing diverse troubleshooting methodologies to diagnose and resolve complex technical website issues strongly preferred
Ability to analyze data discrepancies and perform root cause analysis, to drive accurate issue resolution strongly preferred
Displays strong dependability and reliability
Ability to handle multiple competing priorities and deliver results in a fast-paced environment.
CRM case logging/Salesforce experience
Experience with interaction distribution systems such as Genesys Pure Cloud.
Drug Testing

Benefits

Job DescriptionDealer. Com Technical Customer Care Specialist IIThis is a fully remote position-The scheduling availability needed is any day between Monday -Saturday with rotational Saturdays. 8am-8pm Eastern Standard Time (based on business needs)GENERAL DESCRIPTION:SPECIFIC RESPONSIBLITIES:Handle incoming Dealer.com technical support customer requests escalated by front-line support.Serves as a customer care agent for an assigned customer base or product area.Responds to customer inquiries received via telephone or online.Answers routine to moderately complex questions, following established procedures.Researches and troubleshoots customer requests, analyzes needs and:Determines problem source (i.e.,hardware, software, user access),Resolves issues where possible,Refers difficult and complex issues to internal technical experts, and/orRefers issues to management, documents issues for futureDocuments and reports on customer inquiries, status and resolution.Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.Builds working relationships with customer representatives and with cross functional teams.Health insuranceDental insuranceVision insurance401(k)Paid time offRemote work optionsFlexible scheduleParental leave

Additional Information

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Technical Customer Care Specialist II Management Level Individual Contributor Flexible Work Option Can work remotely anywhere in the specified country Travel % No Work Shift Variable

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