At arenaflex, we're committed to delivering exceptional customer experiences and innovative solutions that drive the automotive industry forward. As a Technical Customer Care Specialist II, you'll play a vital role in providing top-notch technical support to our internal and external customers, ensuring seamless inventory management and data quality on our platforms, including Autotrader.com and other Cox Automotive sites.
**About arenaflex**
arenaflex is a leading provider of innovative automotive solutions, empowering dealerships, sales teams, and customers with cutting-edge technology and expert support. Our team is passionate about delivering exceptional customer experiences, and we're seeking a skilled Technical Customer Care Specialist II to join our ranks.
**Responsibilities**
As a Technical Customer Care Specialist II, you'll be responsible for:
* **Daily Communication**: Engaging with fellow staff members, management, sales, vendors, and dealers through strong written and verbal communication skills.
* **Troubleshooting/Problem Solving**: Resolving technical issues with inventory, images, and data load processes, utilizing effective troubleshooting procedures to achieve first-call resolution whenever possible.
* **Order Fulfillment**: Managing dealer contracts through the inventory process, including working with third-party source vendors to set up initial inventory feeds for dealers.
* **Back to Sales Process**: Reviewing resolved requests and confirming valid resolutions, troubleshooting, and following through until a valid resolution is received.
* **Multi-tasking**: Completing multiple tasks by utilizing multiple systems (Homenet, Dataload, Salesforce, etc.) to achieve effective and efficient resolutions.
* **Reporting**: Distributing necessary reports to dealers, sales, or other internal clients as required.
* **Working Across Teams**: Establishing and maintaining partnerships with ATC service and support organizations, including Dealer Operations, Dealer Support, Product Management, National Accounts, IT, and Sales.
* **Product Knowledge**: Maintaining a strong understanding of Cox Automotive's products and data load processes, as well as an understanding of Dealer Management Systems (ADP, Reynolds, etc.).
* **Change Management**: Demonstrating flexibility to adjust to changing duties and responsibilities as the department and company evolve.
* **Decision Making**: Taking action in solving problems while exhibiting judgment and realistic understanding of issues, utilizing troubleshooting processes to effectively arrive at decisions.
* **Project SME**: Working as a Subject Matter Expert (SME) on special projects as needed.
* **Additional Responsibilities**: Adjusting to changing/additional duties and responsibilities as the department and company change, including additional administrative duties, such as special projects and tasks.
**Required Qualifications**
* **Residency**: Must reside within the Central or Eastern Time Zone.
* **Education**: High School Diploma/GED and 3 years of experience in a related field. Alternatively, a different combination of education and experience, 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.
* **Skills**: Ability to work in a fast-paced, deadline-oriented, multi-task, team environment with strong attention to detail. Proficiency in MS Outlook, Word, Excel, and PowerPoint. Ability to work on cross-functional teams with other staff and departments.
* **Customer Service**: Strong orientation to customer service, exceptional interpersonal skills, excellent verbal and written communication skills, and demonstrated technical aptitude with troubleshooting experience.
* **Adaptability**: Ability to learn quickly and retain knowledge, adapt in a changing environment, and work in a team-based environment as well as independently.
* **Flexibility**: Ability to accommodate flexible hours with rotating Saturdays and overtime, as needed.
**Preferred Qualifications**
* **Technical Experience**: Experience with UNIX, SQL, and FTP.
* **Database Support**: Experience with database support.
* **Automotive Industry Knowledge**: Knowledge of the automotive industry is a plus.
* **Technical Help Desk and/or Sales Support Experience**: Prefer work experience in a Technical Help Desk and/or Sales Support environment.
* **Bilingual**: Bi-lingual is a plus.
**What We Offer**
At arenaflex, we're committed to providing a dynamic and supportive work environment that fosters growth and development. As a Technical Customer Care Specialist II, you'll enjoy:
* Competitive compensation and benefits package
* Opportunities for career growth and professional development
* Collaborative and inclusive team environment
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including rotating Saturdays and overtime
**How to Apply**
If you're a motivated and customer-focused individual with a passion for technical support and inventory management, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.
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