Technical Customer Care Specialist I

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to client inquiries and troubleshoot technical issues related to the Dealertrack Dealer Management Software (DMS) application.

• Employ programming languages similar to Javascript to develop and modify new F&I Forms for clients.

• Handle client communications via phone, email, and various other methods in support of the DMS technical call center.

• Address technical questions, diagnose and fix product issues, and provide information to resolve client concerns.

• Review carbon/PDF documents for dealership transactions, which include funding, registration and titling, aftermarket providers, and dealer process documents.

• Utilize front-end document design tools to code fields and integrate data bindings into documents.

• Set up documents for validations and calculations using proprietary tools.

• Follow up on client requests and ensure thorough documentation of all work in a case management system.

• Professionally manage escalation cases, prioritizing client satisfaction.

• Modify and adjust client documents, addressing alignment issues, calculation errors, disclosures, and customization requests.

• Foster constructive customer relationships and escalate issues to management as needed.

• Participate in training sessions and undertake projects assigned by the Manager/Supervisor.

• Collaborate with clients, colleagues, and leadership while maintaining a high level of professionalism.

• Analyze data, adhere to established processes, exercise sound judgment, and work autonomously or as part of a team.

⛳️ Requirements

• High School Diploma is mandatory.

• Typically, less than 2 years of relevant work experience.

• Experience with customer and client focus.

• Proven ability to work effectively with individuals, groups, and external business partners.

• Strong organizational skills, including attention to detail and the ability to multi-task.

• Technical aptitude is essential.

• Professional demeanor is required.

• Quick comprehension of concepts, proactive ownership of tasks and processes, and ability to be a team player.

• Strong critical thinking, analytical, investigative thinking, and problem-solving abilities.

• Commitment to service delivery.

• Ability to meet schedules and deadlines.

• Proficient in data analysis.

• Working knowledge of MS Outlook, Word, and Excel.

• Familiarity with Javascript is preferred.

• Experience with DealerTrack DMS is preferred.

• Must currently possess authorization to work in the United States for any employer without current or future sponsorship.

• No OPT, CPT, STEM/OPT, or visa sponsorship will be provided now or in the future.

• Must pass a pre-employment drug screening.

🏝️ Benefits

• A minimum of sixteen hours of paid time off each month.

• Seven paid holidays throughout the year.

• Bereavement leave.

• Time off to vote.

• Jury duty leave.

• Volunteer time off.

• Military leave.

• Parental leave.

• Comprehensive health care coverage (medical, dental, vision).

• Retirement planning options (401(k)).

• Paid days off, including sick leave, parental leave, flexible vacation/wellness days, and/or PTO.

• Reasonable accommodations available for qualified applicants or employees with disabilities.