Technical Customer Care Specialist I – Dealertrack FI

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

📋 Description

• Deliver technical support to customers to ensure their satisfaction with products and services.

• Interact with customers to clarify the capabilities and functionalities of products/services.

• Educate customers on standard operational procedures and provide guidance/expertise to resolve technical and procedural challenges.

• Collaborate with product, service delivery, and other teams to tackle unexpected issues and situations.

• Communicate directly with clients through phone, email, chat, and/or other electronic communication methods to address application and product concerns.

• Address routine customer inquiries regarding product usage within Dealertrack support.

• Offer technical assistance for issues related to the Cox Automotive suite of products until resolution.

• Utilize technical expertise to provide exceptional client care while maintaining quality assurance standards.

• Keep up-to-date, expert-level knowledge of line-of-business processes and procedures.

• Accurately document customer information in the CRM tool.

• Facilitate communication with other departments to resolve client issues.

• Engage with key stakeholders to identify and address inquiries.

• Follow up to keep customers informed about the status of their issues.

⛳️ Requirements

• High School Diploma or GED.

• Typically less than 2 years of relevant experience.

• Capability to troubleshoot and document issues related to system performance and functionality.

• Exceptional communication skills, both verbal and written.

• Strong problem-solving and troubleshooting abilities.

• Excellent interpersonal skills and attention to detail.

• Flexibility to accommodate extended hours, a flexible work schedule, and overtime as necessary, including weekends.

• Ability to work independently as well as within a team to achieve individual and business objectives.

• 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 available now or in the future.

• Must pass a pre-employment drug screening.

• Preferred: Experience with CRM case logging/Salesforce.

• Preferred: Familiarity with interaction distribution systems like Genesys Pure Cloud.

• Preferred: Knowledge of the automotive industry.

• Preferred: Strong reliability and dependability.

• Preferred: Ability to manage multiple, competing priorities and deliver results in a fast-paced environment.

🏝️ Benefits

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

• Seven paid holidays throughout the calendar year.

• Bereavement leave.

• Time off to vote.

• Jury duty leave.

• Volunteer time off.

• Military leave.

• Parental leave.

• Health care insurance (medical, dental, vision).

• Retirement planning (401(k)).

• Sick leave.

• Flexible vacation/wellness days and/or PTO.

• Potential for additional compensation, including commission and/or an incentive program.