Technical Customer Care Specialist I (Vin Solutions)

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:

6405 Metcalf Ave Bldg #3 Suite 400

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 is a fully remote position-must be able to work any shift during business hours, currently Monday – Saturday 7am-8pm CST (hours subject to change to meet business needs).

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 VinSolutions, 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.

Specific Responsibilities

  • Handle routine customer questions relating to product usage

  • Provide technical support on issues through to resolution.

  • Maintains expert-level knowledge of VinSolutions 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

Qualifications:

Minimum-

  • High School Diploma/GED

  • Generally, less than 2 years’ experience in a related field

  • Working knowledge of Microsoft Outlook, Word and Excel

  • 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

Preferred-

  • College Degree

  • Technical background

  • 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.

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...