At arenaflex, we're on a mission to revolutionize the way we interact with our customers and provide them with exceptional support. As a Technical Customer Care Specialist II, you'll be at the forefront of this mission, working closely with our internal and external customers to resolve technical issues and provide proactive, knowledgeable, results-oriented service.
**About arenaflex**
arenaflex is a leading provider of innovative solutions for the automotive industry. With a strong focus on customer satisfaction and a commitment to excellence, we strive to deliver the best possible experience for our customers. Our team is passionate about what we do, and we're always looking for talented individuals who share our vision.
**Job Summary**
As a Technical Customer Care Specialist II, you'll be responsible for providing technical support for all inventory-related processes and customer support issues. You'll work closely with our internal and external customers, including dealers, sales teams, and third-party vendors, to resolve technical issues and provide proactive, knowledgeable, results-oriented service. You'll also be responsible for maintaining the quality of data on our website and corresponding Cox Automotive sites.
**Responsibilities**
* **Daily Communication**: Strong written and verbal communication skills are essential for interacting with fellow staff members, management, sales teams, vendors, and dealers.
* **Troubleshooting/Problem Solving**: Resolve issues upon initial contact (i.e., "first call resolution"), whenever possible. You'll demonstrate effective troubleshooting procedures to resolve technical issues with inventory, images, and data load processes.
* **Order Fulfillment**: Manage dealer contracts through the inventory process, including working with third-party source vendors to perform initial inventory feed setup for dealers.
* **Back to Sales Process**: Review resolved requests and confirm if the resolution is valid. Troubleshoot and follow through until a valid resolution is received.
* **Multi-tasking**: Ability to complete multiple tasks by using multiple systems (Homenet, Dataload, Salesforce, etc.) to get to effective and efficient resolutions.
* **Reporting**: At any time, you may be asked to distribute any necessary report to the dealer, sales team, or other internal clients.
* **Working Across Teams**: Establish and maintain partnerships with ATC service and support organizations, including Dealer Operations, Dealer Support, Product Management, National Accounts, IT, and Sales.
* **Product Knowledge**: Maintain a strong understanding of arenaflex's products and data load processes, as well as an understanding of Dealer Management Systems (ADP, Reynolds, etc.). Develop or improve on internal systems knowledge.
* **Change Management**: Show the flexibility necessary to adjust to changing duties and responsibilities as the department/company evolves. Additional responsibilities may be delegated to assist the department/company with meeting their objectives.
* **Decision Making**: Able to take action in solving problems while exhibiting judgment and realistic understanding of issues. Ability to use good reason, even when dealing with ambiguity. Use troubleshooting processes to effectively arrive at decisions.
* **Project SME**: Work as a Subject Matter Expert (SME) on special projects as needed.
* **Additional Responsibilities**: Adjust to changing/additional duties & responsibilities as the department and company changes. Additional administrative duties, such as special projects and tasks, may be delegated in order to assist the department and company, and to help ensure that goals are met.
**Required Qualifications**
* **Must reside within the Central or Eastern Time Zone**
* **High School Diploma/GED and 3 years experience in a related field**. The right candidate could also have a different combination, 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 experience in a related field
* **Ability to work in a fast-paced, deadline-oriented, multi-task, team environment in which strong attention to detail is expected.**
* **Knowledge of MS Outlook, Word, Excel, PowerPoint**
* **Ability to work on cross-functional teams with other staff and departments**
* **Strong orientation to customer service**
* **Exceptional interpersonal skills**
* **Excellent verbal and written communications skills**
* **Demonstrated technical aptitude with troubleshooting experience.**
* **Ability to learn quickly and retain knowledge.**
* **Ability to adapt in a changing environment.**
* **Ability to work in a team-based environment as well as independently.**
* **Able to accommodate flexible hours with rotating Saturdays and overtime, as needed.**
**Preferred Qualifications**
* **Experience with UNIX, SQL, and FTP**
* **Experience with database support**
* **Knowledge of the automotive industry is a plus**
* **Prefer work experience in a Technical Help Desk and/or Sales Support environment**
* **Bi-lingual is a plus**
**What We Offer**
* **Competitive salary**
* **Opportunities for career growth and professional development**
* **Collaborative and dynamic work environment**
* **Flexible work arrangements, including remote work options**
* **Comprehensive benefits package, including medical, dental, and vision insurance**
* **401(k) matching program**
* **Paid time off and holidays**
* **Opportunities for professional development and continuing education**
**How to Apply**
If you're a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!