Tech Customer Care Specialist II | Work at Home

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This position interacts directly with  Dealer.com clients and partners as well as internally with team members, managers and leaders within the Dealer Support organization. In addition, this position collaborates with other partner teams such as, Performance Management, Implementation and Advanced Support teams.

Our Dealer Support Team makes things more than right for our clients. On our team, technical aptitude is important, but so is a great attitude, a collaborative spirit, and a curious mind.

This is a fully remote, work from home opportunity, candidates are expected to work in the Eastern Time Zone.

The hours of operation are Mon-Saturday  8:00 AM – 8:00 PM EST. Shifts will be determined based on business needs; Saturdays are expected to be worked every 6th week.

Core Competencies for this role include:

  • Unrelenting client focus
  • Action oriented
  • Resilience
  • Confidence
  • Situational adaptability
  • Resourcefulness
  • Interpersonal savvy

Primary Duties and Responsibilities:

  • Provide exceptional service to both internal stakeholders and external clients
  • Manage the expectations of demanding clients to deliver high quality results in a timely fashion.
  • Process client requests from varying inbound channels. Including both phone and email.
  • Perform root cause analysis.
  • Document processes and resolutions.
  • Develop extensive knowledge of DDC products and services.
  • Learn and utilize DDC support tools, processes and procedures.
  • Assist with additional special projects as assigned.
  • Follow and adhere to all Support policies, including call and case-handling practices.
  • Provide feedback on current practices to Support leadership.
  • Demonstrate flexibility to work any of the Support shifts including but not limited to a rotating Saturday shift.
  • Other duties as assigned

Qualifications:
Minimum

  • High School Diploma/GED and 3 years’ experience in a Customer or Technical Support role. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a Customer or Technical Support and up to 1 year of experience; or 5 years’ experience in Customer or Technical Support
  • Demonstrated ability to provide world class service and entice our clients to become “raving fans” of  Dealer.com
  • Strong analytical skills and data-driven thinking
  • Excellent written and verbal communication skills
  • Strong teambuilding skills with demonstrated problem solving abilities
  • Able to resolve client issues efficiently, effectively, and expeditiously in an independent manner
  • Self-directed, driven, and enthusiastic
  • Ability to multi-task and perform in a fast-paced environment.

Preferred

  • Bachelor’s degree preferred
  • 2-3 years of technical support experience
  • Customer relationship management (CRM)
  • Cloud based telephony systems
  • Troubleshooting methodologies
  • HTML
  • CMS
  • Bootstrap
  • Email theory
  • Networking
  • Data Analysis
  • DNS
  • Browser configuration
  • Mac, Windows, iOS
  • Remote app support

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.

Compensation:

Hourly base pay rate is $19.18 – $28.80/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, parental leave, and COVID-19 vaccination leave.
URL: https://jobs.coxenterprises.com/en/jobs/job/r202445615-technical-customer-care-specialist-ii-dealer-com/

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To apply for this job please visit jobs.coxenterprises.com.