Technical Customer Care Specialist I (Dealertrack)

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Technical Customer Care Specialist I Management Level Individual Contributor Flexible Work Option Can work remotely anywhere in the specified country Travel % No Work Shift Day Compensation Hourly base pay rate is $16.59 - $24.86/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. Job Description The Technical Customer Care Specialist I answers client inquiries and resolves a variety of technical issues regarding the Dealertrack Dealer Management Software (DMS) application. They utilize different programming languages similar to Javascript to fix and create new F&I Forms for clients. Candidates who apply for this role are expected to provide clients the level of service that exceeds their expectations whilst maintaining Dealertrack’s DMS High Touch services delivery standards. What You'll Do Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. · Manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center · Professionally manage a variety of questions and concerns from clients regarding technical inquiries for the Dealertrack Dealer Management Software (DMS) · Responsible for responding to client inquiries, troubleshooting and/or resolving product issues, and providing the information to resolve our clients’ concerns · Analyze all types of documents (carbon/PDF) for dealership transactions. This includes funding, registration and titling, aftermarket providers and dealer process documents · Using front end document designing tools, code fields and add data bindings to all documents. · Utilize in house tools to configure documents for validations and calculations · Use critical thinking and problem solving skills to resolve a wide variety of issues · Follow up with client requests in a timely manner · Correctly document all work in a case system · Manage escalation cases with professionalism and a focus on client satisfaction · Required to make changes, and/or adjustments to the clients’ documents, including alignment, calculation errors, disclosure and any customization requests from the client · Maintain constructive relationships with customers and bring to the attention of the manager any issues/inquiries · Works on other projects as assigned by their Manager/Supervisor · Attend training sessions to improve and/or maintain skill sets · Maintain professionalism while working with clients, co-workers, and leadership · Ability to work under pressure and against deadlines · Ability to use discretion in managing confidential client data · Ability to follow outlined processes and demonstrate good judgment · Ability to work well independently and with a team · Ability to analyze different types of data to draw conclusions Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to remain in a stationary position and on the phone for extended periods of time, communicate with clients over the phone, occasionally move about to collaborate with others and operate office machinery such as computers, phones, headsets, photocopiers and fax machines. Travel: No travel is expected for this position. The department is open Monday – Friday 6 am – 6 pm Mountain Standard Time and will have a rotation for Saturdays (7am – 4 pm MST) and most holidays. Shift : 9am-6pm MST. Candidates outside MT must adjust their hours to accommodate this schedule. Preference will be given to qualified candidates who reside on the West Coast. Who You Are Minimum · High School Diploma required · Generally, less than 2 years of related work experience · Customer and client focus experience · Ability to work effectively with individuals, groups, and external business units · Solid organizational skills including attention to detail and multi-tasking skills · Technical capacity · Professionalism · Ability to grasp concepts quickly, take proactive ownership of tasks and processes and is a team player · Critical thinking, analytical, investigative thinking, and problem-solving skills · Service delivery · Meeting schedules and deadlines · Data analysis · Working knowledge of MS Outlook, Word and Excel Preferred · Knowledge of Java script preferred · Knowledge and experience using DealerTrack DMS preferred Drug Testing 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 l