Technical Customer Care Analyst II

The Technical Customer Care Analyst II position will be on the Retail Advanced Support team and will manage all "Voice of the Customer" (or enhancement) requests between Support and Product/Engineering for all Cox Automotive Retail brands.

What You'll Do

• Facilitate the investigation, communication, tracking, and resolution of escalated customer enhancements across all Retail brands.
• The Technical Customer Care Analyst II interacts with all levels of clients and colleagues throughout Retail Support as well as Product, Engineering, Business Readiness, Program Management, Implementations, Sales, and Performance Management.
• This position requires significant interpersonal work and computer usage as well as frequent phone and videoconferences.
  
  

What's In It For You

At Cox, we reward your hard work with meaningful benefits.

First, we offer a highly competitive compensation package, 401(k) with a generous company match, comprehensive healthcare, life, and disability benefits, plus numerous other benefits, including adoption assistance, pet insurance, and discounts on travel and cars!

We value people more than technology. That means you'll work within a culture and with a team that values your leadership, your experience, your contributions, and you - yes, you - as a person. We believe recognition is important, and Cox strives to celebrate those who help make us successful every day. We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing so.

We also offer boundless opportunities for growth; you can sharpen your skills, learn a new talent, join a mentoring program, even earn an advanced degree. You'll find the potential for lateral or upward career growth within the Cox family businesses, including the innovative startups in transportation mobility, clean tech and more.

Who You Are

Minimum

• Bachelor's degree in a related discipline and 2 years of experience in related field. The right candidate could also have a different combination, such as a master's degree and up to 2 years of experience or 6 years' experience in a related field.
• Knowledge of common helpdesk and ticketing solutions, preferably Salesforce.
• Knowledge of common defect tracking software, preferably Rally.
• Experience communicating complex customer issues to others.
• A high level of attention to detail.
• Ability to multitask and adapt easily to change and multiple priority projects.
• Ability to maintain a positive attitude while working under pressure and strict timelines.
• Must have excellent communication skills and an ability to write effectively and clearly.
• Availability to work a flexible schedule to meet the demands of the department.
• Experience as a team player. The Support Team works in an open environment to encourage the best possible client service by allowing open communication and collaboration between colleagues.
  
  

Preferred

• Cox Automotive API experience
• Project management skills
  
  

USD 58,400.00 - 87,600.00 per year

Compensation:

Compensation includes a base salary of $58,400.00 - $87,600.00. The base salary may vary within the anticipated base pay 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 an incentive program.

Benefits:

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. 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, parental leave, and COVID-19 vaccination leave.

Application Deadline: 07/15/2024

About Cox Automotive

At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!

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.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.