Technical Client Srvc Rep II
Cox Enterprises
 Draper, UT

Dealertrack, a Cox Automotive Brand, provides market leading software and service solutions for automotive retail. Our reputation for intuitive, insightful innovation began by creating the pioneering digital Sales and F&I products that automotive retailers rely on today. Our professionals deliver a comprehensive suite of solutions from digital marketing to credit applications and financing, through post sale and services, to the majority of dealers in the US.

Dealertrack would like to announce that we have launched a search for the world's greatest Customer Service Specialist (“CSS“) to join our team. This critical position travels to client sites to implement Dealertrack's Dealer Management System (“DMS“), trains clients on utilizing the software, answers client inquiries and resolves issues regarding the DMS software application. Depending on business need, this role will have significant ability to travel up to 100%. This is a great opportunity to join a world-class organization in a customer-facing role.

When not traveling, the CSS supports the DMS technical call center. Whether training on-site or answering client inquiries in the office, the fulfillment of these deliveries will be based on the business need. The CSS strives to provide clients with an exceptional level of service, while maintaining Dealertrack's DMS High Touch services delivery standards.

Let's Get Down To Business…

Primary Responsibilities and Essential Duties

  • Travel to dealerships to train users on DTDMS software within a one-on-one and/or classroom environment to ensure system utilization and high client satisfaction
  • Responsible for responding to client inquiries, troubleshooting, resolving product issues, and providing information to resolve our clients' concerns via phone, email or in person
  • Critically analyze data to resolve a wide range complex technical issues
  • Accurately document all call logs and reports
  • Appropriately manage escalation of cases with a focus on client satisfaction
  • Mentor team members to improve the departments overall success and client satisfaction
  • Accurately documents all work in a case system
  • Works on other projects as assigned by their Manager/Supervisor
  • When managing calls remotely you must provide a quiet working environment with reliable internet. For travel, you must have the ability to travel to a major airport within 1 hour
  • High School Diploma or GED; college degree and accounting knowledge a plus
  • 2 years of related work experience
  • A valid U.S. driver's license
  • Working knowledge of MS Outlook, Word and Excel
  • Excellent communication skills, both written and verbal, highly organized, work well under pressure, detail oriented, and work well with others or independently
  • Your focus is on customer service, and you see trends in data and information while working independently or on a team
  • Technical capacity
  • Ability to travel up to 100%

We offer:

  • Competitive Salary
  • 401(K) with match
  • Medical & Dental
  • Generous paid vacation and holidays
  • Tuition Reimbursement
  • Casual Work Environment