Global Process Owner responsible for designing and harmonizing Customer Care processes. Leading transformation initiatives for the company’s global service operations.
About the role
- Technical Customer Care Specialist engaging with clients for support on Dealertrack DMS products. Training customers and resolving technical issues through multiple communication methods.
Responsibilities
- 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 Dealertrack DMS 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
Requirements
- 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
Benefits
- Employees are eligible for a minimum of sixteen hours of paid time off every month
- seven paid holidays throughout the calendar year
- 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))
- paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
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