Cox Automotive is seeking a Technical Customer Care Specialist II to join our Dealer.com team. In this role, you'll provide technical customer support to ensure satisfaction with our products and services. You will engage with customers to ensure they understand product capabilities and train them on standard operational procedures, contributing to Cox Automotive's mission of transforming the automotive industry.
What You'll Do
- Handle incoming Dealer.com technical support customer requests escalated by front-line support.
- Serve as a customer care agent for an assigned customer base or product area.
- Respond to customer inquiries received via telephone or online.
- Answer routine to moderately complex questions, following established procedures.
- Research and troubleshoot customer requests, analyze needs, determine problem source (hardware, software, user access), resolve issues where possible, or refer difficult issues to internal technical experts or management.
- Document and report on customer inquiries, status, and resolution.
- Follow up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.
- Build working relationships with customer representatives and with cross-functional teams.
What We're Looking For
- High School Diploma/GED and 3 years experience OR Any level degree/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.
Nice to Have
- Experience troubleshooting HTML and CSS issues including layout, styling, and cross-browser compatibility.
- Experience implementing diverse troubleshooting methodologies to diagnose and resolve complex technical website issues.
- Ability to analyze data discrepancies and perform root cause analysis, to drive accurate issue resolution.
- 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.
Technical Stack
- HTML
- CSS
- Salesforce
- Genesys Pure Cloud
Team & Environment
This is an individual contributor role.
Benefits & Compensation
- Hourly base pay rate is $19.57 - $29.38/hour.
- Minimum of sixteen hours of paid time off every month.
- Seven paid holidays throughout the calendar year.
- Additional paid time off: bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and 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).
Work Mode
This role is based in the USA.
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.
