Technical Customer Care Specialist ; 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. The specialist will also be responsible for routine customer questions relating to product usage within Vin Solutions, 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.

• Handle routine customer questions relating to product usage
• Provide technical support on issues through to resolution
• Maintain expert‑level knowledge of Vin Solutions 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

• High School Diploma or 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 and 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 part of a team to deliver on individual and business goals

• 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

USD 16.59 - 24.86 per hour

Hourly base pay rate is $16.59 - $24.86 per 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. The position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.