Introduction to Workwarp and the Role
Workwarp, a leading player in the automotive industry, is seeking a highly skilled and experienced Technical Customer Care Specialist II to join our team. As a Technical Customer Care Specialist II, you will play a critical role in providing technical support for all inventory-related processes and customer support issues for internal and external customers. This position requires excellent telephone, listening, problem-solving/troubleshooting, and organizational skills, along with outstanding reliability and follow-through. If you are a motivated and results-driven individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
Job Overview
In this role, you will be responsible for effectively troubleshooting and resolving vehicle inventory issues and maintaining the quality of data on the Autotrader.com website, as well as corresponding Cox Automotive sites. You will provide technical support to Dealers, Sales, 3rd party vendors, Customer Support, and other Cox Automotive teams. A successful Technical Customer Care Specialist II-Inventory has the ability to collaborate with our 200+ 3rd party data vendors to troubleshoot and resolve inventory issues for our customers.
Key Responsibilities
- Daily Communication: Utilize strong written and verbal communication skills to interact with fellow staff members, management, sales, vendors, and Dealers.
- Troubleshooting/Problem Solving: Resolve issues upon initial contact (i.e., "first call resolution"), whenever possible, and 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 set up for dealers.
- Back to Sales Process: Review resolved requests and confirm if the resolution is valid, troubleshooting and following through until a valid resolution is received.
- Multi-tasking: Complete multiple tasks by using multiple systems (Homenet, Dataload, Salesforce, etc.) to achieve effective and efficient resolutions.
- Reporting: Distribute necessary reports to the dealer, sales, or other internal clients as needed.
- 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.), and develop or improve internal systems knowledge.
- Change Management: Demonstrate flexibility and adjust to changing duties and responsibilities as the department/company evolves, with additional responsibilities delegated to assist the department/company in meeting objectives.
- Decision Making: Take action in solving problems while exhibiting judgment and realistic understanding of issues, using good reason even when dealing with ambiguity, and troubleshooting processes to effectively arrive at decisions.
- Project SME: Work as a Subject Matter Expert (SME) on special projects as needed.
- Additional Responsibilities: Adjust to changing/additional duties and responsibilities as the department and company change, with additional administrative duties, such as special projects and tasks, delegated to assist the department and company in meeting goals.
Required Qualifications
To be considered for this role, you must:
- Reside within the Central or Eastern Time Zone.
- Have a High School Diploma/GED and 3 years of experience in a related field, or 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 of experience in a related field.
- Be able to work in a fast-paced, deadline-oriented, multi-task, team environment in which strong attention to detail is expected.
- Have knowledge of MS Outlook, Word, Excel, PowerPoint.
- Be able to work on cross-functional teams with other staff and departments.
- Have a strong orientation to customer service.
- Have exceptional interpersonal skills.
- Have excellent verbal and written communication skills.
- Demonstrate technical aptitude with troubleshooting experience.
- Be able to learn quickly and retain knowledge.
- Be able to adapt in a changing environment.
- Be able to work in a team-based environment as well as independently.
- Be able to accommodate flexible hours with rotating Saturdays and overtime, as needed.
Preferred Qualifications
While not required, the following qualifications are preferred:
- Experience with UNIX, SQL, and FTP.
- Experience with database support.
- Knowledge of the automotive industry.
- Work experience in a Technical Help Desk and/or Sales Support environment.
- Bi-lingual skills.
Skills and Competencies
To succeed in this role, you will need to possess the following skills and competencies:
- Technical Skills: Proficiency in MS Office, particularly Outlook, Word, Excel, and PowerPoint, as well as experience with troubleshooting and technical support.
- Communication Skills: Excellent verbal and written communication skills, with the ability to effectively interact with internal and external customers, including dealers, sales teams, and vendors.
- Problem-Solving Skills: Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve technical issues in a timely and efficient manner.
- Time Management Skills: Ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
- Teamwork and Collaboration: Strong teamwork and collaboration skills, with the ability to work effectively with cross-functional teams and build strong relationships with internal and external stakeholders.
Career Growth Opportunities and Learning Benefits
At Workwarp, we are committed to the growth and development of our employees. As a Technical Customer Care Specialist II, you will have access to a range of training and development opportunities, including:
- Professional Development: Opportunities for professional growth and development, including training and certification programs.
- Mentorship: Mentorship and coaching from experienced professionals in the field.
- Cross-Functional Training: Opportunities to work on cross-functional projects and gain experience in different areas of the business.
- Industry Events and Conferences: Opportunities to attend industry events and conferences to stay up-to-date on the latest trends and technologies.
Work Environment and Company Culture
At Workwarp, we pride ourselves on our positive and supportive work environment. As a Technical Customer Care Specialist II, you will be part of a dynamic and collaborative team that values innovation, creativity, and teamwork. Our company culture is built on the following principles:
- Customer Focus: A strong focus on delivering exceptional customer service and support.
- Innovation: A commitment to innovation and continuous improvement.
- Teamwork: A collaborative and supportive team environment that values open communication and feedback.
- Integrity: A strong commitment to integrity, ethics, and professionalism.
Compensation, Perks, and Benefits
We offer a competitive salary and a range of benefits, including:
- Competitive Salary: A competitive salary that reflects your skills and experience.
- Health and Wellness Benefits: Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
- Retirement Savings Plan: A retirement savings plan with company match.
- : Generous paid time off, including vacation, sick leave, and holidays.
- Professional Development Opportunities: Opportunities for professional growth and development, including training and certification programs.
Conclusion
If you are a motivated and results-driven individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Technical Customer Care Specialist II at Workwarp, you will be part of a dynamic and collaborative team that values innovation, creativity, and teamwork. With a competitive salary, comprehensive benefits, and opportunities for professional growth and development, this is an opportunity not to be missed. Apply today to join our team and take your career to the next level!
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