Customer Care Specialist II (Autotrader/KBB)

Company

Cox Automotive - USACustomer Care GroupCustomer Care Specialist IIIndividual ContributorCan work remotely but need to live in the specified city, state, or regionNoVariable

Compensation

Hourly base pay rate is $17.74 - $26.59/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.

The Customer Care Specialist II helps customers via an inbound call queue, support ticketing systems, and/or through established customer engagement. Develops and maintains positive relations with customers. Responds to customer inquiries regarding company products, features, and/or services. Addresses fulfillment, billing, account management, technical, and configuration issues. Refers complex, unexpected, or recurring issues to internal experts as required to ensure prompt and effective resolution.

This is a REMOTE role that is LOCATION SPECIFIC: This role can sit in any of the 4 listed locations and the successful candidate must live within 25 miles of their selected location.

Specific Responsibilities

• Receive and respond to customer requests via the inbound call queue and support ticketing systems.
• Provide an Effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.
• Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customer's configuration, Cox Automotive software, or other vendor integration points.
• May provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.
• Apply appropriate security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information.
• Document customer inquiries, status, and resolution.
• Work across teams when needed and follow up with customers to resolve issues satisfactorily.
• Serves as a customer care agent for an assigned customer base or product area.
• Responds to customer inquiries received via telephone or online.
• Documents and reports on customer inquiries, status, and resolution.
• Follow up with customers on issue status and resolution to ensure ongoing high satisfaction levels.
• Determines problem source (i.e., hardware, software, user access),
• Resolves issues where possible,
• Refers difficult and complex issues to internal technical experts and/or,
• Refers issues to management,
• Documents issues for future reference, internally and externally.
• Builds working relationships with customer representatives and with cross-functional teams.

Qualifications:

Minimum-

• 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
• Strong technical skills (Microsoft Office, Salesforce.com, or similar CRM, contact center software)

Preferred-

• Automotive industry software support experience
• Contact Center Operations experience (telecom, workforce management, forecasting, call monitoring, etc.)

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, and parental 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.Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

Originally posted on Himalayas

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