New

Technical Customer Care Specialist II (Dealer.com)

Cox
parental leave, paid time off, paid holidays, sick time, 401(k)
United States, Georgia, Atlanta
6205 Peachtree Road (Show on map)
Feb 05, 2025
Dealer.com is looking to add a Technical Customer Care Specialist II to their call center team! This position is 100 percent remote, and can be worked from anywhere in the United States. This position reports directly to a Supervisor and is expected to effectively work both independently and in a team environment. This position interacts directly with Dealer.com clients and partners, as well as internally with team members, managers and leaders within the Dealer Support organization. This position collaborates with other internal teams such as Performance Management, Implementation and Advanced Support. Our Dealer Support Team makes things more than right for our clients. On our team, technical aptitude is important, but so is a great attitude, a collaborative spirit, and a curious mind. Scheduling Expectations: Employees are expected work on Eastern Time, regardless of physical location Hours of operation are Monday through Saturday, 8:00AM - 8:00AM PM EST Shifts will be determined based upon business need Employees will generally work Monday through Friday, and work Saturdays every six weeks Employees will also be expected to work some holidays Core Competencies for this role include: Unrelenting client focus and situational adaptability Resilience, confidence, resourcefulness Primary Duties and Responsibilities: Provide exceptional service to both internal stakeholders and external clients Manage the expectations of demanding clients to deliver high quality results in a timely fashion. Process client requests from varying inbound channels. Including both phone and email. Perform root cause analysis. Document processes and resolutions. Develop extensive knowledge of DDC products and services. Learn and utilize DDC support tools, processes and procedures. Assist with additional special projects as assigned. Follow and adhere to all Support policies, including call and case-handling practices. Provide feedback on current practices to Support leadership. Demonstrate flexibility to work any of the Support shifts including but not limited to a rotating Saturday shift. Other duties as assigned Minimum Qualifications: 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 Demonstrated ability to provide world class service and entice our clients to become "raving fans" of Dealer.com Strong analytical skills and data-driven thinking Excellent written and verbal communication skills Strong teambuilding skills with demonstrated problem solving abilities Able to resolve client issues efficiently, effectively, and expeditiously in an independent manner Self-directed, driven, and enthusiastic Ability to multi-task and perform in a fast-paced environment. What We Look For (Preferred): Bachelor's degree Customer relationship management (CRM) Cloud based telephone systems Troubleshooting methodologies HTML, CMS, Bootstrap, Email theory Networking, Data Analysis, DNS Browser configuration Mac, Windows, iOS Remote app support USD 19.57 - 29.38 per hour Compensation: Hourly base pay rate is $19.57 - $29.38/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. Benefits: Employees 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. Application Deadline: 02/08/2025 About Cox Automotive At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today! About Cox Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today! Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page . Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.