Technical Customer Care Specialist I (Dealertrack)

The Technical Customer Care Specialist I answers client inquiries and resolves a variety of technical issues regarding the Dealertrack Dealer Management Software (DMS) application. They utilize different programming languages similar to Javascript to fix and create new F&I Forms for clients. Candidates who apply for this role are expected to provide clients the level of service that exceeds their expectations whilst maintaining Dealertrack’s DMS High Touch services delivery standards.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center

· Professionally manage a variety of questions and concerns from clients regarding technical inquiries for the Dealertrack Dealer Management Software (DMS)

· Responsible for responding to client inquiries, troubleshooting and/or resolving product issues, and providing the information to resolve our clients’ concerns

· Analyze all types of documents (carbon/PDF) for dealership transactions. This includes funding, registration and titling, aftermarket providers and dealer process documents

· Using front end document designing tools, code fields and add data bindings to all documents.

· Utilize in house tools to configure documents for validations and calculations

· Use critical thinking and problem solving skills to resolve a wide variety of issues

· Follow up with client requests in a timely manner

· Correctly document all work in a case system

· Manage escalation cases with professionalism and a focus on client satisfaction

· Required to make changes, and/or adjustments to the clients’ documents, including alignment, calculation errors, disclosure and any customization requests from the client

· Maintain constructive relationships with customers and bring to the attention of the manager any issues/inquiries

· Works on other projects as assigned by their Manager/Supervisor

· Attend training sessions to improve and/or maintain skill sets

· Maintain professionalism while working with clients, co-workers, and leadership

· Ability to work under pressure and against deadlines

· Ability to use discretion in managing confidential client data

· Ability to follow outlined processes and demonstrate good judgment

· Ability to work well independently and with a team

· Ability to analyze different types of data to draw conclusions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to remain in a stationary position and on the phone for extended periods of time, communicate with clients over the phone, occasionally move about to collaborate with others and operate office machinery such as computers, phones, headsets, photocopiers and fax machines.

No travel is expected for this position.

Preference will be given to qualified candidates who reside on the West Coast.

· High School Diploma required

· Generally, less than 2 years of related work experience

· Customer and client focus experience

· Ability to work effectively with individuals, groups, and external business units

· Solid organizational skills including attention to detail and multi-tasking skills

· Technical capacity

· Professionalism

· Ability to grasp concepts quickly, take proactive ownership of tasks and processes and is a team player

· Critical thinking, analytical, investigative thinking, and problem-solving skills

· Service delivery

· Meeting schedules and deadlines

· Data analysis

· Working knowledge of MS Outlook, Word and Excel

· Knowledge of Java script preferred

· Knowledge and experience using DealerTrack DMS preferred