Technical Customer Care Specialist I (Dealertrack FI)
for each section. Use - for lists. Use
for prose.
We need to decide which content goes as prose vs list.
About the role: could be a paragraph.
Responsibilities: list.
Requirements: list (minimum qualifications plus work auth).
Qualifications: list (preferred).
Skills: list (maybe combine some but we can keep separate).
Benefits: list.
Pay: paragraph (maybe include details).
Schedule: paragraph.
Let's craft.
Check for duplication: Some items appear in multiple places (e.g., ability to accommodate extended hours appears in Requirements and also schedule). We'll keep in Requirements maybe; schedule section will mention shift hours.
We must preserve ALL substantive information; not invent or summarize away detail. So we need to include all details exactly as given, but we can rephrase slightly? The instruction says preserve ALL substantive information; do NOT invent or summarize away detail. That suggests we should not omit details, but we can rephrase? Safer to keep the exact sentences or close. But we can combine similar points but must not lose detail. Let's try to keep each distinct piece.
Let's extract bullet points:
From description:
- Call Center position where most troubleshooting is over the phone.
- Technical Support Specialist will work directly with customers via phone and email to resolve their application and product issues.
- Position requires self-initiative, ownership, excellent listening skills, and motivation to provide exceptional customer service from inception to resolution for each issue.
- Technical and interpersonal skills are critical to success.
- Position is remote/work from home and can be located anywhere within the United States.
- Must be able to work any shift during business hours.
Responsibilities list:
- Provides technical customer support to ensure that all customers are satisfied with the products and services.
- Engages with customers to ensure understanding of product / service capabilities and operations.
- Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties.
- Liaises with product, service delivery and other teams to help address unanticipated issues and situations.
- Handle routine customer questions relating to product usage.
- Provide technical support on issues through to resolution.
- Maintains expert-level knowledge of line of business processes and procedures.
- Accurately log all customer information in the CRM tool.
- Facilitate communication to other departments as needed to resolve client concerns.
- Communicate with key stakeholders to identify and resolve inquiries.
- Provide proper follow-up to ensure customer is kept apprised of the issue status.
- Will be responsible for routine customer questions relating to product usage within Dealertrack support.
- Provide support for technical issues relating to the Cox Automotive suite of products.
- Will Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues.
Minimum Qualifications:
- High School Diploma/GED
- Generally, less than 2 years of experience
- Ability to troubleshoot and document issues related to system performance and functionality.
- Excellent communication skills (Verbal and Written)
- Strong problem-solving/troubleshooting skills
- Strong interpersonal skills and attention to detail
- Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours
- Ability to work independently as a team to deliver on individual and business goals
- Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Preferred (What We Look For):
- Displays strong dependability and reliability.
- Ability to handle multiple, competing priorities and deliver results in a fast-paced environment.
- CRM case logging/Salesforce experience
- Experience with interaction distribution systems such as Genesys Pure Cloud.
- Automotive industry knowledge.
Pay:
- USD 16.59 - 24.86 per hour
- Compensation Hourly pay rate is in the range of $16.59 - $24.86/hour.
- The hourly base rate may vary within the anticipated 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 commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
- Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.
- 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, and parental leave.
Schedule:
- Shift Schedule: Each employee will be scheduled based upon business needs, but the general hours are Monday-Friday anywhere from 7am-7pm CST with rotational or fixed Saturdays 8am-5pm CST.
- Must be able to work any shift during business hours.
- Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours (already in requirements but okay).
We need to avoid duplication but preserve all. Could keep schedule section with shift details and mention ability to work any shift.
Now produce HTML.
We'll have sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
But we have overlapping content: Skills could be derived from Requirements and Qualifications. However we could decide to not have Skills section if it's thin. The instruction: Prefer a few substantive sections over many thin ones. So maybe we combine Skills into Requirements and Qualifications, and not create a separate Skills section unless we have distinct skill list not covered elsewhere. We have many skill-like items in Requirements and Qualifications; we could keep them there and omit Skills section. But the instruction says use sections only when posting has real specific content for it. We have content for Skills (communication, problem solving, etc.) but they are already in Requirements/Qualifications. To avoid thin sections, we could omit Skills section and keep those details in Requirements and Qualifications. However we must preserve all substantive information; we can keep them there.
Thus sections: About the role, Responsibilities, Requirements, Qualifications, Benefits, Pay, Schedule.
Check if we need Qualifications separate from Requirements? The posting distinguishes Minimum Qualifications and What We Look For (Preferred). So we can have Requirements (minimum) and Qualifications (preferred). Good.
Now produce HTML.
We'll use
About the role
for prose. We need to decide which content goes as prose vs list. About the role: could be a paragraph. Responsibilities: list. Requirements: list (minimum qualifications plus work auth). Qualifications: list (preferred). Skills: list (maybe combine some but we can keep separate). Benefits: list. Pay: paragraph (maybe include details). Schedule: paragraph. Let's craft. Check for duplication: Some items appear in multiple places (e.g., ability to accommodate extended hours appears in Requirements and also schedule). We'll keep in Requirements maybe; schedule section will mention shift hours. We must preserve ALL substantive information; not invent or summarize away detail. So we need to include all details exactly as given, but we can rephrase slightly? The instruction says preserve ALL substantive information; do NOT invent or summarize away detail. That suggests we should not omit details, but we can rephrase? Safer to keep the exact sentences or close. But we can combine similar points but must not lose detail. Let's try to keep each distinct piece. Let's extract bullet points: From description: - Call Center position where most troubleshooting is over the phone. - Technical Support Specialist will work directly with customers via phone and email to resolve their application and product issues. - Position requires self-initiative, ownership, excellent listening skills, and motivation to provide exceptional customer service from inception to resolution for each issue. - Technical and interpersonal skills are critical to success. - Position is remote/work from home and can be located anywhere within the United States. - Must be able to work any shift during business hours. Responsibilities list: - Provides technical customer support to ensure that all customers are satisfied with the products and services. - Engages with customers to ensure understanding of product / service capabilities and operations. - Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. - Liaises with product, service delivery and other teams to help address unanticipated issues and situations. - Handle routine customer questions relating to product usage. - Provide technical support on issues through to resolution. - Maintains expert-level knowledge of line of business processes and procedures. - Accurately log all customer information in the CRM tool. - Facilitate communication to other departments as needed to resolve client concerns. - Communicate with key stakeholders to identify and resolve inquiries. - Provide proper follow-up to ensure customer is kept apprised of the issue status. - Will be responsible for routine customer questions relating to product usage within Dealertrack support. - Provide support for technical issues relating to the Cox Automotive suite of products. - Will Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues. Minimum Qualifications: - High School Diploma/GED - Generally, less than 2 years of experience - Ability to troubleshoot and document issues related to system performance and functionality. - Excellent communication skills (Verbal and Written) - Strong problem-solving/troubleshooting skills - Strong interpersonal skills and attention to detail - Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours - Ability to work independently as a team to deliver on individual and business goals - Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. Preferred (What We Look For): - Displays strong dependability and reliability. - Ability to handle multiple, competing priorities and deliver results in a fast-paced environment. - CRM case logging/Salesforce experience - Experience with interaction distribution systems such as Genesys Pure Cloud. - Automotive industry knowledge. Pay: - USD 16.59 - 24.86 per hour - Compensation Hourly pay rate is in the range of $16.59 - $24.86/hour. - The hourly base rate may vary within the anticipated 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 commission (annual, monthly, etc.) and/or an incentive program. Benefits: - Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. - 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, and parental leave. Schedule: - Shift Schedule: Each employee will be scheduled based upon business needs, but the general hours are Monday-Friday anywhere from 7am-7pm CST with rotational or fixed Saturdays 8am-5pm CST. - Must be able to work any shift during business hours. - Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours (already in requirements but okay). We need to avoid duplication but preserve all. Could keep schedule section with shift details and mention ability to work any shift. Now produce HTML. We'll have sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. But we have overlapping content: Skills could be derived from Requirements and Qualifications. However we could decide to not have Skills section if it's thin. The instruction: Prefer a few substantive sections over many thin ones. So maybe we combine Skills into Requirements and Qualifications, and not create a separate Skills section unless we have distinct skill list not covered elsewhere. We have many skill-like items in Requirements and Qualifications; we could keep them there and omit Skills section. But the instruction says use sections only when posting has real specific content for it. We have content for Skills (communication, problem solving, etc.) but they are already in Requirements/Qualifications. To avoid thin sections, we could omit Skills section and keep those details in Requirements and Qualifications. However we must preserve all substantive information; we can keep them there. Thus sections: About the role, Responsibilities, Requirements, Qualifications, Benefits, Pay, Schedule. Check if we need Qualifications separate from Requirements? The posting distinguishes Minimum Qualifications and What We Look For (Preferred). So we can have Requirements (minimum) and Qualifications (preferred). Good. Now produce HTML. We'll use