R202442341 Technical Customer Care Specialist I- Dealertrack DMS
At Cox Automotive were forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and were looking for people to join our mission to be a force for good in the world.
The Technical Customer Care Specialist I answers client inquiries and resolves a variety of technical issues regarding the Dealertrack Dealer Management Software... (DMS) application. Candidates who apply for this role are expected to provide clients the level of service that exceeds their expectations whilst maintaining Dealertracks DMS high services delivery standards.
This is a Remote Call Center position with the expectation that the candidate will be scheduled Monday Friday 5am-6pm MST and Saturdays (once a month) 7am-4pm MST. Candidates can be located anywhere in the United States but must be comfortable working in the Mountain Standard Time Zone.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The Client Services Representative will manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center
Professionally manage a variety of questions and concerns from clients regarding technical inquiries for the Dealertrack Dealer Management Software (DMS)
Responsible for responding to client inquiries, troubleshooting and/or resolving product issues, and providing the information to resolve our clients concerns
Research technical problems with the aim of finding the best possible solution
Work with internal team members via cases, phone, email and IM to escalate system and client issues
Analyze data to resolve complex technical issues
Use critical thinking and problem solving skills to resolve a wide variety of issues
Follow up with client requests in a timely manner
Correctly document all work in a case system
Manage escalation cases with professionalism and a focus on client satisfaction
Mentor team members to improve the departments overall success and client satisfaction
Maintain constructive relationships with customers and bring to the attention of the manager any issues/inquiries
Works on other projects as assigned by their Manager/Supervisor
Attend training sessions to improve and/or maintain skill sets
Maintain professionalism while working with clients, co-workers, and leadership
Ability to work under pressure and against deadlines
Ability to use discretion in managing confidential client data
Ability to follow outlined processes and demonstrate good judgment
Ability to work well independently and with a team
Ability to analyze different types of data to draw conclusions
Minimum Qualifications:
High School Diploma/GED
Generally, less than 2 years experience in a related field
Working knowledge of Microsoft Outlook, Word and Excel
What We Look For (Preferred):
College Degree
Technical background
Apply Now
The Technical Customer Care Specialist I answers client inquiries and resolves a variety of technical issues regarding the Dealertrack Dealer Management Software... (DMS) application. Candidates who apply for this role are expected to provide clients the level of service that exceeds their expectations whilst maintaining Dealertracks DMS high services delivery standards.
This is a Remote Call Center position with the expectation that the candidate will be scheduled Monday Friday 5am-6pm MST and Saturdays (once a month) 7am-4pm MST. Candidates can be located anywhere in the United States but must be comfortable working in the Mountain Standard Time Zone.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The Client Services Representative will manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center
Professionally manage a variety of questions and concerns from clients regarding technical inquiries for the Dealertrack Dealer Management Software (DMS)
Responsible for responding to client inquiries, troubleshooting and/or resolving product issues, and providing the information to resolve our clients concerns
Research technical problems with the aim of finding the best possible solution
Work with internal team members via cases, phone, email and IM to escalate system and client issues
Analyze data to resolve complex technical issues
Use critical thinking and problem solving skills to resolve a wide variety of issues
Follow up with client requests in a timely manner
Correctly document all work in a case system
Manage escalation cases with professionalism and a focus on client satisfaction
Mentor team members to improve the departments overall success and client satisfaction
Maintain constructive relationships with customers and bring to the attention of the manager any issues/inquiries
Works on other projects as assigned by their Manager/Supervisor
Attend training sessions to improve and/or maintain skill sets
Maintain professionalism while working with clients, co-workers, and leadership
Ability to work under pressure and against deadlines
Ability to use discretion in managing confidential client data
Ability to follow outlined processes and demonstrate good judgment
Ability to work well independently and with a team
Ability to analyze different types of data to draw conclusions
Minimum Qualifications:
High School Diploma/GED
Generally, less than 2 years experience in a related field
Working knowledge of Microsoft Outlook, Word and Excel
What We Look For (Preferred):
College Degree
Technical background
Apply Now