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Technical Client Service Rep I

Cox Automotive


Location:
Exton, PA
Date:
12/14/2017
2017-12-142018-01-13
Job Code:
1718747
Cox Automotive
Apply on the Company Site
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Job Details

Company Cox Automotive
Title: Technical Client Service Rep I
JobID: 1718747
Category: Client and Customer Service
Industry: Cox Automotive
Job Type: Full-time

Description

The Technical Client Service Rep I will provide front line product and customer service support via telephone and e-mail to clients, sales and field representatives.  They will have the primary responsibility of recommending solutions and resolving problems for our customers (dealers, vendors, and partners), as well as troubleshooting, tracking, and documenting technical issues. They will maintain solid customer relationships by handling questions and concerns with speed and professionalism. Excellent communication and data entry skills are essential.

RESPONSIBILITIES:
Performance Objectives/ Daily Duties:  
  • Diagnose hardware and software issues using technical procedures (troubleshooting, tracking, and documenting) to identify issues and provide resolution to internal and external customers.
  • Take ownership of customer inquiries and requests, including identifying issues and related information, obtaining and evaluating relevant data, formulating resolution, and responding in a timely and accurate manner.
  • Develop and conduct training as needed for internal and external customers on the proper and effective use of company hardware, software and internet-based products and services.
  • Other interaction via telephone, fax, email, and face-to-face may occur with customers, Other Customer Service Department teams and internal teams as applicable.  
Written Communication: 
  • Ability to comprehend instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. 
  • Ability to effectively communicate including email, and internal ticketing system.
  • Properly document and define customer tickets involving software and hardware.
  • Ability to effectively document while on the phone with a client.
Verbal Communication: 
  • Ability to conduct business over the telephone in a professional manner and in a team environment.
Troubleshooting:  
  • Follow issues from identification to resolution, working with various internal departments and external affiliated websites and companies to bring resolution to customer concerns as they arise. 
  • Ability to effectively present information to customers, co-workers, supervisors on a one-on-one basis.  
  • This includes assisting others with troubleshooting and issue resolution as necessary.   
  • Follows up to ensure problems are resolved within the established service level relationship.
  • Develop and maintain expertise involving companies services, hardware and software products. 
Reporting:  
  • Utilize computerized systems to notate customer interactions, concerns, trends, track calls, and other reporting as necessary. 
  • Includes producing, formatting and appropriate delivery of reports as necessary not limited to the use of Outlook, Excel, Word and other programs and applications as required.  
Ad Hoc responsibilities:  
  • The Technical Client Service Rep I will show the flexibility necessary to adjust to changing/additional duties and responsibilities as the department and company changes.  

Qualifications

  • 2 years of customer service related experience or training, a technical support environment is preferred. 
  • Requires a results-driven self-starter with the ability to prioritize and work with minimal supervision.
  • Must be fluent in reading, writing and speaking in English professionally, as well as communicate with all types of users, technical and non-technical.
  • Understanding and communicating in Spanish and/or French is a plus.
  • Must be able to handle a large volume of calls per day. 
  • Requires attention to detail and the ability to adapt to change.  
  • Knowledge of various computer applications including experience with business support applications such as MS Office (Word, Power Point, and Excel) required.  
  • Excellent oral and written communication skills.  
  • Experience working in a team environment, multi-task, effectively solve problems in a fast-paced ever-changing environment, and assist others as applicable.  
  • Demonstrable skills in the following technologies: Outlook; various web browsers (FF, IE, Chrome, etc.); SQL; XML; FTP; various Operating Systems (OS; Windows; Linux, etc.).
  • Hours are extended and varied must have an ability to accommodate a flexible schedule and work overtime as needed.
  • Minimum high school diploma or general education degree (GED) required


About Cox Automotive

 

Cox Automotive is transforming the way the world buys, sells and owns cars with industry-leading digital marketing, retail, financial and wholesale solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. The Cox Automotive family includes Autotrader®, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, vAuto®, VinSolutions®, Xtime®, incadea® and a host of other brands. With a complete and connected view of the automotive ecosystem, Cox Automotive is a global company connecting people, cars and capabilities with services that link the automotive value chain. Cox Automotive is a subsidiary of Cox Enterprises. For more information about Cox Automotive, visit www.coxautoinc.com.


Cox Enterprises and its subsidiary companies are Equal Opportunity employers – M/F/Vets/Disabled.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.



Organization: Cox Automotive

Primary Location: US-PA-Exton-224 Valley Creek Blvd

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: Ongoing
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