Senior Technical Customer Care Specialist (Xtime)

This is a REMOTE role that is LOCATION SPECIFIC: The individual can work remotely but needs to be within a commutable distance to this Cox Automotive hub location:
6240 Sprint Pkwy
Overland Park, KANSAS 66209
Sr Technical Customer Care Specialist
The Sr Technical Customer Care Specialist plays a key role in supporting daily operations, administrative tasks, and project development for the Business Operations team. This position is responsible for overseeing day-to-day workflows, conducting process audits, and managing cross-departmental and cross-business unit projects. The role also addresses routine client inquiries and manages digital content creation and management requests related to Xtime and Cox Automotive systems. Additionally, the Specialist is integral in identifying opportunities for process improvements, managing escalated inquiries, and ensuring the seamless integration of related system updates and new product features.
Key Responsibilities
Front-End Development -• Develop and manage multi-lingual email and SMS text communications, utilizing graphics, HTML, CSS, Apache FreeMarker, and other digital assets• Skilled proficiency in HTML, Cascading Style Sheets (CSS), and Apache FreeMarker• Graphic design skills with experience in Adobe Creative Cloud applications• Experience including dynamic field population and HTML/CSS template customization• Ability to perform quality assurance (QA) testing to ensure accuracy and adherence to company and brand standards and functionality of email and SMS text template components
Project Management -• Organize and facilitate meetings and working sessions for various projects, ensuring clear communication of project goals and timelines• Document and escalate issues and enhancements for internal teams' review and resolution, ensuring thorough follow-up• Partner with team members to ensure timely project completion and deliverables• Conduct audits to maintain accuracy in data quality, software, processes, and documentation• Monitor and analyze client feedback, identifying trends and areas for service improvement• Support change management efforts, ensuring smooth transitions during system updates and new feature deployments• Assist with risk management initiatives, identifying and mitigating potential issues related to system performance, data and legal integrity, and/or customer satisfaction• Contribute to the identification and implementation of process improvements that enhance operational efficiency and customer experience• Perform data entry tasks as required and generate reports from various systems as necessary• Perform additional duties as needed to support the overall success of the Business Operations team
Stakeholder Management -• Collaborate with internal stakeholders and clients to ensure brand consistency, legal compliance, and compatibility in non-solicitation digital communications• Communicate updates on new product features and enhancements deployed in production environments to relevant stakeholders• Provide assistance to internal and external clients via email, ensuring timely and effective resolution of inquiries• Create PowerPoint presentations, charts, and graphs to communicate insights effectively to stakeholders• Develop and maintain an internal knowledge base to ensure up-to-date and relevant information is accessible to both clients and internal teams• Collaborate with cross-functional teams (e.g., Engineering, Product, Support) to resolve complex client issues and improve user experience
Qualifications:
Minimum-

• High School Diploma/GED and 5 years' experience in a related field.
• OR 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 3 years' experience;
• OR 7 years' experience in a related field
• Excellent organizational skills with the ability to manage multiple tasks simultaneously while maintaining high attention to detail
• Strong problem-solving and troubleshooting abilities, with a solution-oriented approach
• Exceptional written and verbal communication skills, with the ability to effectively collaborate with team members across all organizational levels and handle sensitive information with professionalism and discretion
• This role requires a proactive, detail-oriented professional with strong technical and communication skills, capable of working both independently and collaboratively to achieve operational excellence and deliver exceptional client experiences.

Preferred-

• Experience working with HTML, CSS and Apache FreeMarker is strongly preferred.

USD 23.65 - 35.48 per hour
Compensation:
Hourly base pay rate is $23.65 - $35.48/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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.