• Job Description

  Req#: R202336590

  Company

  Cox Automotive - USA

  Job Family Group

  Customer Care Group

  Job Profile

  Technical Customer Care Specialist II

  Management Level

  Individual Contributor

  Flexible Work Option

  Can work remotely but need to live in the specified city, state, or region

  Travel %

  No

  Work Shift

  Day

  Compensation

  Hourly base pay rate is $19.18 - $28.80/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.

  Job Description

  **Candidates must reside in the Central or Eastern time zone**

  The Technical Customer Care Specialist II provides technical support for all inventory related processes and customer support issues for internal and external customers. This position requires excellent telephone, listening, problem-solving/troubleshooting, and organizational skills along with outstanding reliability and follow-through. The Technical Customer Care Specialist II will provide proactive, knowledgeable, results-oriented service that is enabled by a strong knowledge of the Cox Automotive organization, processes, and technology.

  In this role, you will be responsible for effectively troubleshooting/resolving vehicle inventory issues and maintaining the quality of data on the Autotrader.com website, as well as corresponding Cox Automotive sites. You will provide technical support to Dealers, Sales, 3rd party vendors, Customer Support and other Cox Automotive teams. A successful Technical Customer Care Specialist II-Inventory has the ability to collaborate with our 200+ 3rd party data vendors to troubleshoot and resolve inventory issues for our customers.

  Responsibilities

  • Daily Communication : Strong written and verbal communication skills are essential for interacting with fellow staff members, management, sales, vendors and Dealers.
  • Troubleshooting/ Problem Solving : Resolve issues upon initial contact (i.e. "first call resolution"), whenever possible. The Technical Client Service Rep II, Inventory must demonstrate effective troubleshooting procedures to resolve technical issues with inventory, images, and data load processes.
  • Order Fulfillment : Manage dealer contracts through the inventory process, including working with third party source vendors to perform initial inventory feed set up for dealers.
  • Back to Sales Process : Review resolved requests and confirms if the resolution is valid. Troubleshoot and follow through until a valid resolution is received.
  • Multi-tasking: Ability to complete multiple tasks by using multiple systems (Homenet, Dataload, Salesforce, etc.) to get to effective and efficient resolutions.
  • Reporting : At any time, the Technical Client Service Rep II, Inventory may be asked to distribute any necessary report to the dealer, sales or other internal clients.
  • Working Across Teams: Establish and maintain partnerships with ATC service and support organizations, including Dealer Operations, Dealer Support, Product Management, National Accounts, IT, and Sales.
  • Product Knowledge : Maintain a strong understanding of Cox Automotive’s products and data load processes, as well as an understanding of Dealer Management Systems (ADP, Reynolds, etc.). Develop or improve on internal systems knowledge.
  • Change Management: The Technical Client Service Rep II, Inventory will show the flexibility necessary to adjust to changing duties and responsibilities as the department/company evolves. Additional responsibilities may be delegated to assist the department/company with meeting their objectives.
  • Decision Making : Able to take action in solving problems while exhibiting judgment and realistic understanding of issues. Ability to use good reason, even when dealing with ambiguity. Use troubleshooting processes to effectively arrive at decisions.
  • Project SME: Works as a Subject Matter Expert (SME) on special projects as needed.
  • Additional Responsibilities : Adjusts to changing/additional duties & responsibilities as the department and company changes. Additional administrative duties, such as special projects and tasks, may be delegated in order to assist the department and company, and to help ensure that goals are met.

  Required Qualifications

  • High School Diploma/GED and 3 years experience in a related field. 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 in a fast paced, deadline oriented, multi-task, team environment in which strong attention to detail is expected.
  • Knowledge of MS Outlook, Word, Excel, PowerPoint
  • Ability to work on cross-functional teams with other staff and departments
  • Strong orientation to customer service
  • Exceptional interpersonal skills
  • Excellent verbal and written communications skills
  • Demonstrated technical aptitude with troubleshooting experience.
  • Ability to learn quickly and retain knowledge.
  • Ability to adapt in a changing environment.
  • Ability to work in a team-based environment as well as independently.
  • Able to accommodate flexible hours with rotating Saturdays and overtime, as needed.

  Preferred

  • Work experience in a Technical Help Desk and/or Sales Support environment strongly preferred
  • Experience with UNIX, SQL, and FTP
  • Experience with database support
  • Knowledge of the automotive industry is a plus
  • Bi-lingual is a plus

  Drug Testing

  To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

  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, parental leave, and COVID-19 vaccination leave.

  About Us

  Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. 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.

• About the company

  Cox Communications, Inc. is an American digital cable television provider, telecommunications and home automation services.

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