Technical Customer Care Specialist I (Vin Solutions)

This is a REMOTE role that is LOCATION SPECIFIC: The individual can work remotely but needs to be within a commutable distance (25 miles or less) to one of the following Cox Automotive hub locations:6405 Metcalf Ave Bldg #3 Suite 400, Overland Park, KS224 Valley Creek Blvd Suite 400, Exton, PA1 Howard St., Burlington, VT6305 Peachtree Dunwoody Rd. Bldg B, Atlanta, GA13693 S. 200 W, Draper, UTThis is a fully remote position - must be able to work any shift during business hours, currently Monday - Saturday 7am-8pm CST (hours subject to change to meet business needs).The Technical Customer Care Specialist will work directly with clients via Phone, E-mail, Chat and/or other electronic methods of communication to resolve their application and product issues. In addition, the Technical Customer Care Specialist will also be responsible for routine customer questions relating to product usage within VinSolutions, as well as technical support issues relating to the Cox Automotive suite of products. This role is responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards.Specific ResponsibilitiesHandle routine customer questions relating to product usageProvide technical support on issues through to resolution.Maintains expert-level knowledge of VinSolutions processes and proceduresAccurately log all customer information in the CRM toolFacilitate communication to other departments as needed to resolve client concernsCommunicate with key stakeholders to identify and resolve inquiries.Provide proper follow- up to ensure customer is kept apprised of the issue statusQualificationsMinimumHigh School Diploma/GEDGenerally, less than 2 years' experience in a related fieldWorking knowledge of Microsoft Outlook, Word and ExcelAbility to troubleshoot and document issues related to system performance and functionality.Excellent communication skills (Verbal and Written)Strong problem-solving/troubleshooting skillsStrong interpersonal skills and attention to detailAbility to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hoursAbility to work independently as a team to deliver on individual and business goalsPreferredCollege DegreeTechnical backgroundDisplays strong dependability and reliability.Ability to handle multiple, competing priorities and deliver results in a fast-paced environment.CRM case logging/Salesforce experienceExperience with interaction distribution systems such as Genesys Pure Cloud.Automotive industry knowledge.CompensationHourly pay rate is in the range of $16.59 - $24.86 per 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.BenefitsEmployees 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, and parental leave.Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.J-18808-Ljbffr