Cox Automotive is looking to solve customer issues related to their products, features, and services by providing efficient and effective customer support.
Requirements
- Strong technical skills (Microsoft Office, Salesforce.com, or similar CRM, contact center software)
- Automotive industry software support experience
- Contact Center Operations experience (telecom, workforce management, forecasting, call monitoring, etc.)
Responsibilities
- Receive and respond to customer requests via the inbound call queue and support ticketing systems.
- Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customer's configuration, Cox Automotive software, or other vendor integration points.
- Apply appropriate security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information.
- Document customer inquiries, status, and resolution.
- Work across teams when needed and follow up with customers to resolve issues satisfactorily.
- Determines problem source (i.e., hardware, software, user access),
- Documents issues for future reference, internally and externally.
Other
- Develops and maintains positive relations with customers.
- Responds to customer inquiries regarding company products, features, and/or services.
- Addresses fulfillment, billing, account management, technical, and configuration issues.
- Refers complex, unexpected, or recurring issues to internal experts as required to ensure prompt and effective resolution.
- High School Diploma/GED and 3 years’ experience in a related field.
- OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience;
- OR 5 years’ experience in a related field
