Cox Enterprises

Technical Customer Care Specialist I – Dealertrack DMS

Cox Enterprises

full-time

Posted on:

Location Type: Hybrid

Location: Draper • Kansas, Pennsylvania, Utah, Vermont • 🇺🇸 United States

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Salary

💰 $16 - $24 per hour

Job Level

JuniorMid-Level

Tech Stack

Cloud

About the role

  • Provides technical customer support to ensure that all customers are satisfied with the products and services
  • Engages with customers to ensure understanding of product/service capabilities and operations
  • Trains customers in standard operational procedures and provides coaching/expertise to help resolve technical and procedural difficulties
  • Liaises with product, service delivery, and other teams to help address unanticipated issues and situations
  • Work directly with clients via phone, email, chat, and/or other electronic methods of communication to resolve their application and product issues
  • Will be responsible for routine customer questions relating to product usage within Dealertrack DMS support
  • Provide support for technical issues relating to the Cox Automotive suite of products
  • Responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards
  • Accurately log all customer information in the CRM tool
  • Facilitate communication to other departments as needed to resolve client concerns
  • Communicate with key stakeholders to identify and resolve inquiries. Provide proper follow-up to ensure customer is kept apprised of the issue status

Requirements

  • High School Diploma/GED
  • Generally, less than 2 years of experience
  • Ability to troubleshoot and document issues related to system performance and functionality
  • Excellent communication skills (Verbal and Written)
  • Strong problem-solving/troubleshooting skills
  • Strong interpersonal skills and attention to detail
  • Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours
  • Ability to work independently as a team to deliver on individual and business goals
  • 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
  • Automotive industry knowledge
Benefits
  • Employees are eligible for a minimum of sixteen hours of paid time off every month
  • seven paid holidays throughout the calendar year
  • bereavement leave
  • time off to vote
  • jury duty leave
  • volunteer time off
  • military leave
  • parental leave
  • health care insurance (medical, dental, vision)
  • retirement planning (401(k))
  • paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingsystem performancesystem functionalityCRM case loggingSalesforceinteraction distribution systemsGenesys Pure Cloud
Soft skills
communication skillsproblem-solvinginterpersonal skillsattention to detaildependabilityreliabilityability to handle multiple prioritiesability to work independentlyflexibility
Certifications
High School DiplomaGED