• Connect with inbound customers online and over the phone to find out what they want and need from their next car purchase. • Use your knowledge of the CarMax inventory to guide customers towards vehicles that meet their needs. • Guide customers every step of the way, from online sales or appraisal to arranging finance applications and scheduling vehicle delivery. • Ensure a seamless transition from online to in-store purchasing to provide an unrivaled customer service experience. • Mentor others as your skillset expands. • Achieve sales targets while providing an iconic customer experience. • Acquire the Automotive Sales Persons License in specific states – may require testing and travel as some states request physical presence to apply for the license.

• Connect with inbound customers online and over the phone to find out what they want and need from their next car purchase • Use your knowledge of the CarMax inventory to guide customers towards vehicles that meet their needs • Guide customers every step of the way, from online sales or appraisal to arranging finance applications and scheduling vehicle delivery • Ensure a seamless transition from online to in-store purchasing to provide an unrivaled customer service experience • Mentor others as your skillset expands • Achieve sales targets while providing an iconic customer experience • Acquire the Automotive Sales Persons License in specific states – may require testing and travel as some states request physical presence to apply for the license

This is a Call Center position where most of troubleshooting is over the phone. The Technical Support Specialist will work directly with customers via phone and email to resolve their application and product issues. This position requires self-initiative, ownership, excellent listening skills, and motivation to provide exceptional customer service from inception to resolution for each issue. Your technical and interpersonal skills are critical to success in this position. This is a REMOTE role that is LOCATION SPECIFIC: The individual can work remotely but needs to be within a commutable distance (25 miles or less) to one of the following Cox Automotive hub locations: 6240 Sprint Pkwy Overland Park, KS 224 Valley Creek Blvd Suite 400 Exton, PA 1 Howard St. Burlington, VT 6305 Peachtree Dunwoody Rd. Bldg B Atlanta, GA 13693 S. 200 W Draper UT Summary: 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. This position-must be able to work any shift during business hours. Shift Schedule: - Each employee will be scheduled based upon business need, but the general hours are Monday-Friday anywhere from 7am-7pm CST with rotational Saturdays 8am-5pm CST The Technical Customer Care Specialist I will: - Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues - Will be responsible for routine customer questions relating to product usage within VinSolutions support - Provide support for technical issues relating to the Cox Automotive suite of products - Responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards Your role: - 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 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 What We Look For (Preferred): - 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. 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. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. EOE, including disability/vets

• Develop and execute customer service strategies that align with company goals and enhance customer satisfaction. • Lead, mentor, and inspire a team of service representatives. • Establish performance metrics, monitor KPIs, and drive continuous improvement. • Implement best practices and innovative solutions to improve customer support processes. • Collaborate with stakeholders to ensure a seamless customer journey. • Handle escalated customer issues and ensure timely resolution. • Analyze customer feedback and data to identify trends and areas for improvement. • Drive initiatives to enhance customer retention and loyalty.