Technical Customer Care Specialist II – vAuto
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Job Description
Technical Customer Care Specialist providing remote support for Cox Automotive's products and services. Engaging with customers and training them on operational procedures.
Responsibilities:
- Provides technical customer support to ensure that all customers are satisfied with the acquired company's products and services
- Engages with customers to ensure understanding of product / service capabilities and operations
- Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties
- Liaises with product, service delivery and other teams to help address unanticipated issues and situations
- Handle incoming technical support customer requests escalated by front-line support
- Serves as a customer care agent for an assigned customer base or product area
- Responds to customer inquiries received via telephone or online
- Answers routine to moderately complex questions, following established procedures
- Researches and troubleshoots customer requests, analyzes needs and resolves issues where possible
- Refers difficult and complex issues to internal technical experts and/or refers issues to management
- Documents issues for future reference and reports on customer inquiries, status and resolution
- Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction
- Builds working relationships with customer representatives and with cross-functional teams
Requirements:
- Minimum- High School Diploma/GED and 3 years’ experience in a related field
- OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience
- OR 5 years’ experience in a related field
- Ability to work flexible work hours/schedule
- Strong problem-solving capabilities
- Strong technical troubleshooting skills
- Excellent communication skills (verbal and written)
- Strong interpersonal skills and attention to detail
- Preferred- Experience using SQL to investigate and resolve complex customer issues
- Ability to write and interpret SQL queries to identify trends, troubleshoot data discrepancies, and support root cause analysis is strongly preferred.
- Strong analytical skills with the ability to translate SQL query results into actionable recommendations for support and product teams is strongly preferred.
- 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.
Benefits:
- Employees are eligible to receive a minimum of sixteen hours of paid time off every month
- Seven paid holidays throughout the calendar year
- 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
- Health care insurance (medical, dental, vision)
- Retirement planning (401(k))
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