Provides technical customer support to ensure that all customers are satisfied with the 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
Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues
Will be responsible for routine customer questions relating to product usage within VinSolutions support
Provide support for technical issues relating to the Cox Automotive suite of products
Responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards
Accurately log all customer information in the CRM tool
Facilitate communication to other departments as needed to resolve client concerns
Communicate with key stakeholders to identify and resolve inquiries. Provide proper follow-up to ensure customer is kept apprised of the issue status

High School Diploma/GED
Generally, less than 2 years of experience
Ability to troubleshoot and document issues related to system performance and functionality
Excellent communication skills (Verbal and Written)
Strong problem-solving/troubleshooting skills
Strong interpersonal skills and attention to detail
Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours
Ability to work independently as a team to deliver on individual and business goals
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
Automotive industry knowledge.

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
Parental leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Flexible vacation/wellness days
PTO

Technical Customer Care Specialist I – Dealertrack

Key skills