Technical Customer Care Specialist II
*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 Automotives 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
*Must reside within the Central or Eastern Time Zone**
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
Experience with UNIX, SQL, and FTP
Experience with database support
Knowledge of the automotive industry is a plus
Prefer work experience in a Technical Help Desk and/or Sales Support environment
Bi-lingual is a plus
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