Technical Customer Care Specialist II (Autotrader)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Technical Customer Care Specialist II

Management Level

Individual Contributor

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

No

Work Shift

Variable

Compensation

Hourly base pay rate is $19.57 - $29.38/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Job Description

Autotrader - Technical Customer Care Specialist II

The Technical Customer Care Specialist II provides technical support for all inventory-related processes and customer support issues to Cox Automotive's internal and external customers. This position requires excellent telephone, listening, problem-solving/troubleshooting, and organizational skills, along with outstanding reliability and follow-through. The Technical Customer Care Specialist II, Inventory will provide proactive, knowledgeable, results-oriented service enabled by a strong knowledge of the Cox Automotive organization, processes, and technology.

The Technical Customer Care Specialist II is responsible for effectively troubleshooting and resolving vehicle inventory issues and maintaining data quality on the Autotrader.com website and corresponding Cox Automotive sites. The Technical Customer Care Specialist II will provide technical support to Dealers, Sales, third-party vendors, Customer Support, and other Cox Automotive teams. The successful Technical Customer Care Specialist II, Inventory can collaborate with our 200+ third-party data vendors to troubleshoot and resolve inventory issues for our customers.

Responsibilities:

• Daily Communication: Strong written and verbal communication skills are essential for interacting with fellow staff members, management, sales, vendors, and Dealers.
• Troubleshooting/Problem-Solving: Resolve issues upon initial contact (i.e., "first call resolution"), whenever possible. The Technical Client Service Rep II, Inventory must demonstrate effective troubleshooting procedures to resolve technical issues with inventory, images, and data load processes.
• Order Fulfillment: Manage dealer contracts through the inventory process, including working with third-party source vendors to perform initial inventory feed setup for dealers.
• Back to Sales Process: Review resolved requests and confirm if the resolution is valid. Troubleshoot and follow through until a valid resolution is received.
• Multi-tasking: Ability to complete multiple tasks using various systems (Homenet, Dataload, Salesforce, etc.) to achieve effective and efficient resolutions.
• Reporting: At any time, the Technical Client Service Rep II, Inventory, may be asked to distribute any necessary report to the dealer, sales, or other internal clients.
• Working Across Teams: Establish and maintain partnerships with ATC service and support organizations, including Dealer Operations, Dealer Support, Product Management, National Accounts, IT, and Sales.
• Product Knowledge: Maintain a strong understanding of Cox Automotive’s products and data load processes, as well as an understanding of Dealer Management Systems (ADP, Reynolds, etc.). Develop or improve on internal systems knowledge.
• Change Management: The Technical Client Service Rep II Inventory will show the flexibility necessary to adjust to changing duties and responsibilities as the department/company evolves. Additional responsibilities may be delegated to assist the department/company in meeting its objectives.
• Decision Making: Able to take action in solving problems while exhibiting judgment and realistic understanding of issues. Ability to use sound reason, even when dealing with ambiguity. Use troubleshooting processes to arrive at decisions effectively.
• Project SME: Works as a Subject Matter Expert (SME) on special projects as needed.
• Additional Responsibilities: Adjusts to changing/additional duties and responsibilities as the department and company change. Additional administrative duties, such as special projects and tasks, may be delegated to assist the department and company and help ensure that goals are met.

Qualifications:

Minimum-

• 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;
• OR 5 years’ experience in a related field
• Ability to work in a fast-paced, deadline-oriented, multi-task team environment in which strong attention to detail is expected.
• Knowledge of MS Outlook, Word, Excel, PowerPoint, SQL, UNIX, FTP fundamentals
• Ability to work on cross-functional teams with other staff and departments
• Strong orientation to customer service
• Exceptional interpersonal skills
• Excellent verbal and written communication skills
• Demonstrated technical aptitude with troubleshooting experience.
• Ability to learn quickly and retain knowledge.
• Ability to adapt in a changing environment.
• Flexible to work the hours of the department.
• Ability to work in a team-based environment as well as independently.
• Ability to accommodate flexible hours and overtime as needed

Preferred-

• Work experience in a Technical Help Desk and/or Sales Support environment
• Experience with UNIX, SQL, and FTP
• Experience with database support
• Knowledge of the automotive industry is a plus
• Bi-lingual in Spanish is a plus.

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.

Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for 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.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

Application Deadline: 03/20/2025