Technical Customer Care Specialist I (Xtime)

Cox Communications • Atlanta, KS

3d • Hybrid

About The Position

The Technical Customer Care Specialist will work directly with clients via Phone, E-mail, Chat and / or other electronic methods of communication to resolve their application and product issues. In addition, the Technical Customer Care Specialist will also be responsible for routine customer questions relating to product usage within Xtime, as well as technical support issues relating to the Cox Automotive suite of products. This role is responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards. This is a REMOTE role that is LOCATION SPECIFIC: The individual can work remotely but needs to be within a commutable distance (25 miles or less) to one of the following Cox Automotive hub locations: 6240 Sprint Pkwy Overland Park, KS 224 Valley Creek Blvd Suite 400 Exton, PA 1 Howard St. Burlington, VT 6305 Peachtree Dunwoody Rd. Bldg B Atlanta, GA 13693 S. 200 W Draper UT This position-must be able to work any shift during business hours. Schedule: Fixed Saturday schedule - will work 5 days per week to INCLUDE fixed SATURDAYS. Sunday and one other weekday off which could vary. To be scheduled anytime within business hours, currently 6am-7pm CST based on business needs) 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. The Technical Customer Care Specialist I will: 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 Xtime 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 Your role: Handle routine customer questions relating to product usage Provide technical support on issues through to resolution Maintains expert-level knowledge of line of business processes and procedures 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
• Must be able to work any shift during business hours.
• Must be within a commutable distance (25 miles or less) to one of the specified Cox Automotive hub locations.
• Must be able to clear a pre-employment drug test.

Nice To Haves

• 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.

Responsibilities

• Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues
• Responsible for routine customer questions relating to product usage within Xtime 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
• Handle routine customer questions relating to product usage
• Provide technical support on issues through to resolution
• Maintains expert-level knowledge of line of business processes and procedures
• 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

Benefits

• Employees are eligible to receive a minimum of sixteen hours of paid time off every month
• seven paid holidays throughout the calendar year.
• 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.
• health care insurance (medical, dental, vision)
• retirement planning (401(k))
• paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED