Client Services Representative

Draper, Utah
Aug 12, 2019
Account Management
Metro Area
Salt Lake City
Full Time

The Client Services Representative answers client inquiries
and resolves a variety of technical issues regarding the Dealertrack Dealer
Management Software (DMS) application. 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

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

The Client Services Representative will 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

Research technical problems with the aim of finding the best
possible solution

Work with internal team members via cases, phone, email and
IM to escalate system and client issues

Analyze data to resolve complex technical issues

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

Mentor team members to improve the departments overall
success and client satisfaction

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

Works on other projects as assigned by their

Attend training sessions to improve and/or maintain skill

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

Ability to follow outlined processes and demonstrate good

Ability to work well independently and with a team

Ability to analyze different types of data to draw

Knowledge, Skills, and Abilities

Customer and client focus

Excellent communication skills, both verbal and written

Organizational skills

Problem solving abilities

Technical capacity



Critical thinking and problem solving

Service delivery

Meeting schedules and deadlines

Data analysis

Supervisory Responsibility:

This position has no supervisory responsibilities.

Work Environment:

This job operates in an office environment as a technical
call center. This role routinely uses standard office equipment such as
computers, phones, headsets, photocopiers, and fax machines.

Physical Demands:

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.


Required Education, License, and Experience:

High School Diploma required

0-2 years of related work experience

Working knowledge of MS Outlook, Word and Excel


Preferred Education, License, and Experience:

1 + years Customer Service experience

College degree

Accounting/bookkeeping knowledge

EEO Statement:

We provide equal employment opportunities to all qualified
persons and do not discriminate against applicants or team members because of
race, color, religion, sex, sex stereotyping, pregnancy, national origin,
ancestry, citizenship status, age, military or veteran status, mental or
physical disability, genetic information, medical condition, marital status,
sexual orientation, gender identity/expression, and any other factor protected
by law.

Other Duties:

Please note this job description is not designed to cover or
contain a comprehensive listing of activities, duties or responsibilities that
are required of the employee for this job. Duties, responsibilities, and
activities may change at any time with or without notice.


About Cox Automotive

Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies,®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.


Similar jobs

Similar jobs