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Technical Customer Care Specialist II (Homenet/vAuto)

External
Cox Automotive logoCox Automotive · Remote
Full-timeRemoteToday
CRMSalesforceSQL
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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 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 i

Requirements

  • Minimum-
  • High School Diploma/GED and 3 years' experience in a related field.
  • OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience;
  • OR 5 years' experience in a related field
  • 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 using SQL or XML to investigate and resolve complex customer issues by querying internal databases is strongly preferred.
  • Ability to write and interpret SQL or XML to identify trends, troubleshoot data discrepancies, and support root cause analysis is strongly preferred.
  • Strong analytical skills with the ability to translate SQL or XML results into actionable recommendations for support and product teams is 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 DescriptionThis is a fully remote position-must be able to work any shift during business hours, currently Monday- Saturday 8am-9pm EDT with rotational Saturdays (depending on business needs at the time)SPECIFIC RESPONSIBLITIES:Handle incoming 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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