Technical Client Service Rep II

Atlanta, Georgia
Oct 03, 2019
Metro Area
Full Time

Job Summary:
The Client Service Rep II is the primary point of contact for RMS internal partners, RMS clients and RMS product users.  Success in this position requires an individual that is flexible, solution-oriented and a self-starter that can work independently to provide knowledgeable and results-oriented service.  The Client Service Rep II maintains a strong working knowledge of the RMS organization, processes, products, and technology and is empowered to ensure client issues are resolved in an accurate and timely manner.  This empowerment requires confidence in both the knowledge of the client’s business practices, as well as, product offerings.

The Client Service Rep II is accountable for the client service relationship, in addition to working with RMS and other escalation partners for issue resolution.  This individual is responsible for the identification and documentation of issues
and communication with the requestor, even if the issue involves other
departments.  The position demands outstanding reliability and follow-through and requires excellent verbal and written communication skills including telephone and active listening skills, efficient problem-solving and technical troubleshooting skills, the ability to delegate effectively and excellent organization skills.  The ideal candidate will be a highly motivated individual who can work well with little to no supervision and is a reliable, resourceful and professional.




Primary Duties:


  • Be an ambassador of RMS providing consultative
    information for the end users and RMS clients. 
  • Develop cooperative relationships with RMS Level
    2, RMS Sales, Corporate Partners, such as Manheim and MDM and our client teams.
  • Inform all parties of the status of open issues
    and work closely with escalation partners to identify, document and monitor all
    exceptions to the standard processes to create best practices.
  • Problem solving, including consulting with
    dealers and educating them about RMS, Manheim Digital / In-Lane and ancillary
    partners.  Part of this process will
    include identifying, assessing and resolving issues and determining who needs
    communication, including central functions such as IT or Product.
  • Provide responsive, timely telephone, chat and
    email support.  At a minimum, all calls
    should be returned before the close of business on the same day. 
  • Act as the single point of contact for issues,
    from identification through resolution as often as possible.
  • Provide training to end users on all aspects of
    RMS and ancillary product offerings.














  • High School Diploma or GED required.
  • Minimum of 3 years client service experience in
    a technical role providing support for a customer facing, on-line based purchasing
  • Demonstrated experience being a client-focused,
    service-oriented professional.
  • Proven ability to learn new technologies in a
    software development organization.
  • Motivated self-starter with exceptional
    interpersonal skills and commitment to client satisfaction.
  • Excellent oral and written communication skills,
    particularly in a phone or email context.
  • Ability to multi-task within a fast-paced, high
    energy, dynamic and demanding environment.
  • Ability to listen effectively, interpret issue
    and utilize tools for troubleshooting and issue resolution.
  • Fast and motivated learner.
  • Working knowledge of email and internet.
  • Attention to detail and follow-through.
  • Demonstrated ability to adapt in a changing
  • Automotive experience or exposure is a strong
  • Other duties as needed or
  • Requires physical ability and
    mental acuity to execute the duties of the position successfully within
    required timeframes in order to meet business requirements.



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.


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