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Technical Customer Care Specialist 1(Dealer.com)
Burlington, VT
Job Description
Dealer.com a Cox Automotive Brand is looking to add a new member on their Technical Customer Care Specialist team. This position reports directly to a Supervisor and is expected to effectively work both independently and in a team environment.
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:
Primary Duties and Responsibilities:
Qualifications:
Minimum
Preferred
USD 15.87 - 23.75 per hour
Compensation:
Hourly base pay rate is $15.87 - $23.75/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.
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
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 information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
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
- Generally, less than 2 years of experience
- 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 a plus
- 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
USD 15.87 - 23.75 per hour
Compensation:
Hourly base pay rate is $15.87 - $23.75/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.
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
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 information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
2+ years
Security Clearance Note
Customer Care Group
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