Dealer.com a Cox Automotive Brand is looking to add a new member on their Technical Customer Care Specialist team. This position reports directly to a Supervisor and is expected to effectively work both independently and in a team environment.

This position interacts directly with  Dealer.com  clients and partners as well as internally with team members, managers and leaders within the Dealer Support organization. In addition, this position collaborates with other partner teams such as, Performance Management, Implementation and Advanced Support teams.

This is a fully remote, work from home opportunity, candidates are expected to work in the Eastern Time Zone.

The hours of operation are Mon-Saturday  8:00 AM – 8:00 PM EST. Shifts will be determined based on business needs; Saturdays are expected to be worked every 6th week.

Core Competencies for this role include:

• Unrelenting client focus
• Action oriented
• Resilience
• Confidence
• Situational adaptability
• Resourcefulness
• Interpersonal savvy

Primary Duties and Responsibilities:

• Provide exceptional service to both internal stakeholders and external clients
• Manage the expectations of demanding clients to deliver high quality results in a timely fashion.
• Process client requests from varying inbound channels. Including both phone and email.
• Perform root cause analysis.
• Document processes and resolutions.
• Develop extensive knowledge of DDC products and services.
• Learn and utilize DDC support tools, processes and procedures.
• Assist with additional special projects as assigned.
• Follow and adhere to all Support policies, including call and case-handling practices.
• Provide feedback on current practices to Support leadership.
• Demonstrate flexibility to work any of the Support shifts including but not limited to a rotating Saturday shift.
• Other duties as assigned

Qualifications:
Minimum

• High School Diploma/GED
• Generally, less than 2 years of experience
• Demonstrated ability to provide world class service and entice our clients to become “raving fans” of  Dealer.com
• Strong analytical skills and data-driven thinking
• Excellent written and verbal communication skills
• Strong teambuilding skills with demonstrated problem solving abilities
• Able to resolve client issues efficiently, effectively, and expeditiously in an independent manner
• Self-directed, driven, and enthusiastic
• Ability to multi-task and perform in a fast-paced environment.

Preferred

• Bachelor’s degree preferred
• 2-3 years of technical support experience a plus
• Customer relationship management (CRM)
• Cloud based telephony systems
• Troubleshooting methodologies
• HTML
• CMS
• Bootstrap
• Email theory
• Networking
• Data Analysis
• DNS
• Browser configuration
• Mac, Windows, iOS
• Remote app support