Technical Customer Care Specialist II - Inventory Support for Cox Automotive's Dealer Network

Join Cox Automotive as a Technical Customer Care Specialist II and Drive Success in the Automotive Industry

Cox Automotive is a leading provider of innovative automotive services and technologies, revolutionizing the way vehicles are bought, sold, and owned. As a key player in the industry, we're committed to delivering exceptional customer experiences and driving business growth through our cutting-edge solutions. We're now seeking a highly skilled Technical Customer Care Specialist II to join our team and provide top-notch technical support to our internal and external customers.

About the Role

As a Technical Customer Care Specialist II, you'll be the go-to expert for resolving technical issues related to vehicle inventory processes and customer support issues. Your primary focus will be on delivering proactive, knowledgeable, and results-driven service to our dealers, sales teams, third-party vendors, and other stakeholders. You'll work closely with our 200+ third-party data vendors to troubleshoot and resolve inventory issues, ensuring seamless data flow and high-quality listings on Autotrader.com and other Cox Automotive sites.

Key Responsibilities

• Daily Communication: Engage with internal and external customers through various channels, providing timely and effective solutions to their technical issues.
• Troubleshooting/Problem Solving: Utilize your technical expertise to resolve complex inventory-related issues, striving for first-call resolution whenever possible.
• Order Fulfillment: Manage dealer contracts through the inventory process, collaborating with third-party source vendors to set up initial inventory feeds.
• Back to Sales Process: Review resolved requests, verify the validity of resolutions, and troubleshoot further if necessary.
• Multi-tasking: Leverage multiple systems, including Homenet, Dataload, and Salesforce, to efficiently resolve issues and complete tasks.
• Reporting: Distribute necessary reports to dealers, sales teams, and other internal stakeholders as required.
• Working Across Teams: Foster partnerships with various Cox Automotive teams, including Dealer Operations, Dealer Support, Product Management, National Accounts, IT, and Sales.
• Product Knowledge: Develop and maintain a deep understanding of Cox Automotive's products, data load processes, and Dealer Management Systems.
• Change Management: Demonstrate flexibility and adaptability in response to changing duties, responsibilities, and company evolution.
• Decision Making: Exercise sound judgment and effective troubleshooting processes to arrive at informed decisions.
• Project SME: Serve as a Subject Matter Expert on special projects as needed, providing expertise and guidance.

Essential Qualifications

To succeed in this role, you'll need:

• A High School Diploma/GED and 3 years of experience in a related field (or a combination of education and experience that meets the equivalent requirements).
• The ability to work in a fast-paced, deadline-oriented environment with strong attention to detail.
• Proficiency in MS Outlook, Word, Excel, and PowerPoint.
• Strong interpersonal and communication skills, with the ability to work effectively with cross-functional teams.
• A customer-centric approach, with a proven track record of delivering exceptional service.
• Technical aptitude and troubleshooting experience, with the ability to learn quickly and retain knowledge.
• The ability to work independently and as part of a team-based environment.
• Flexibility to accommodate rotating Saturdays and overtime as needed.

Preferred Qualifications

While not mandatory, the following qualifications can give you a competitive edge:

• Experience with UNIX, SQL, and FTP.
• Background in database support.
• Knowledge of the automotive industry.
• Previous experience in a Technical Help Desk or Sales Support environment.
• Bilingual skills.

Career Growth and Learning Benefits

At Cox Automotive, we're committed to helping you grow professionally and develop new skills. As a Technical Customer Care Specialist II, you'll have opportunities to:

• Expand your technical expertise and stay up-to-date with industry trends.
• Develop strong relationships with internal and external stakeholders.
• Take on additional responsibilities and contribute to special projects.
• Enhance your problem-solving and critical thinking skills.

Work Environment and Company Culture

Cox Automotive is a dynamic and inclusive workplace that values diversity, equity, and inclusion. As a member of our team, you'll enjoy:

• A collaborative and fast-paced work environment.
• Opportunities for professional growth and development.
• A culture that prioritizes customer satisfaction and innovation.
• A comprehensive benefits package and competitive compensation.

Compensation and Benefits

We offer a competitive compensation package and a range of benefits, including:

• A salary commensurate with your experience and qualifications.
• A comprehensive benefits package, including medical, dental, and vision coverage.
• Opportunities for professional development and growth.
• A dynamic and supportive work environment.

Ready to Drive Your Career Forward?

If you're a motivated and customer-focused professional with a passion for technical support, we encourage you to apply for this exciting opportunity. As a Technical Customer Care Specialist II at Cox Automotive, you'll play a critical role in delivering exceptional customer experiences and driving business success. Join our team and take the first step towards a rewarding and challenging career.

Don't miss this chance to join our team and drive your career forward! Apply now and become a part of Cox Automotive's dynamic and innovative environment.