Technical Customer Care Specialist II

Technical Customer Care Specialist IiCox Automotive is looking for customer-focused problem solvers to join the Customer Operations team As a Technical Customer Care Specialist II, you will be the voice of Autotrader, providing concierge-level customer service for our clients. You should be tech savvy, adapt easily to change, and love making good things happen for other people. You will need a strong desire to learn and be able to leverage your knowledge of products, processes, and technology as a curious investigator, a strong communicator, and a champion for the experience of our clients. This is a remote, work from home opportunity. Must be able to work any shift during business hours, the hours of operation are 8:00 AM - 8:00 PM EST and Saturdays 9:00 AM - 6:00 PM EST. Hours will be determined based on business need. This is a REMOTE role that is LOCATION SPECIFIC: The individual can work remotely but needs to be near any of the 4 listed locations and the successful candidate must live within 25 miles of their selected location.Kansas 5700 Broadmoor St # 600 Mission, KS 66202 Vermont 1 Howard St Burlington, VT 05401 Utah 3693 S 200 W Suite 600 Draper UT 84020 Georgia 6305 Peachtree Dunwoody Rd Bldg. B Atlanta, GA 30328ResponsibilitiesProblem Resolution: As a Technical Customer Care Agent, you will need to be a great listener as you work to troubleshoot and understand issues. You will work to resolve issues upon initial contact (i.e., "first call resolution") and prevent future issues whenever possible by educating our Clients and reviewing their accounts. You will oversee all problems to resolution, even when delegated to other teams.Effective Communication: You will provide engaging, responsive, and timely telephone, email, and chat support to clients and other internal team members. You will be the point of contact for the customers as you keep them informed of the status of open issues while actively working to troubleshoot and resolve them. You will play a role in retention as you communicate collaboratively about any issues.AutoTrader.com Knowledge: Technical Customer Care agents must maintain a strong understanding of the products and services of both AutoTrader and Kelley Blue Book. Adhere to all policies, procedures, and guidelines. Understand the organization (departments, personnel, and their responsibilities). Develop or improve knowledge of internal systems.Providing 5-STAR Service: As a Technical Customer Care agent, you will need to be flexible as you adjust to changing duties and responsibilities as the department and the company evolve. Additional projects, assignments, or responsibilities may be assigned to assist the department/company in meeting their objectives and providing the 5-STAR Service to our Clients.Minimum QualificationsHigh 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 computer skills, especially proficient in Microsoft Office, Outlook, and other Internet-based tools. Strong understanding of business operations (spreadsheets, trends, data Demonstrated ability to adapt in a changing environment. Ability to...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.