Original listing text, shown exactly as published by the company.
PRIMARY DUTIES/KEY RESPONSIBILITES
- Receive and respond to customer requests through various channels (e.g. phone, email, chat, and ticketing systems).
- Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customer’s configuration, company software, or other vendor integration points.
- Provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.
- Apply appropriate security tools or processes 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.
- Provide effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.
- Perform related duties as assigned by the supervisor.
REQUIRED EXPERIENCE & SPECIALIZED KNOWLEDGE AND SKILLS
- 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
- Schedule – must have flexibility to work evenings, weekends, holidays as required.
- Multi-task and prioritize required. Ability to handle multiple projects/tasks at a time.
- Understand foundational levels of computers and technology; internet, email.
- Excellent oral and written communications skills, particularly in a phone or email context.
- Experience working in a contact center metrics driven environment.
- Strong communication skills and basic computer knowledge.
- Ability to operate under tight pressure.
- Experience working in the automotive industry preferred.
- Bilingual English-Spanish is 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.
