Customer Success Specialist, Dealer Club

Employment Type

Full time

About Cars Commerce

At Cars Commerce, we’re fanatical about simplifying everything about car buying and selling. We do right by our customers and consumers to better connect the industry with simplified and tierless technology to enhance, measure and drive local automotive retail. Whether through our No.1 most recognized marketplace, Cars.com, our industry-leading digital experience, Dealer Inspire, our trade and appraisal technology, AccuTrade, our reputation-based digital wholesale auction marketplace, Dealerclub, or our new Cars Commerce Media Network, Cars Commerce is essential for success in the automotive industry.

No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it’s built into the very fabric of our shared values. We like to say we Rise Together – putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be Open to All, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is Caring to Challenge and Taking Ownership, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, we have integrity, Doing the Right Thing, even when it’s hard. It’s our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright unavoidable.

But don’t take our word for it. As a U.S. News & World Report Best Company to Work For in 2024, we're obsessive about the employee experience. We are among the top 20% being declared “Best” of our industry based on six critical factors that are important to employee wellbeing, like quality of pay, benefits, work life balance and more.

About the Role

We are seeking a detail-oriented and proactive Customer Success Specialist to join our team. In this role, you will be responsible for handling inbound calls related to auction disputes, transportation questions, and other various inquiries. The ideal candidate will have a strong attention to detail, exceptional conflict resolution skills, and a deep understanding of operations within the automotive auction industry. This position plays a critical role in supporting the overall operations of the organization, ensuring that all customer issues are promptly identified and addressed.

Key Responsibilities

• Field inbound phone calls and handle each situation with care/professionalism.
• Review each inquiry in great detail and quickly, yet accurately, deliver solutions to our customers.
• Communicate clearly and professionally across channels to ensure a positive experience for all parties involved.
• Uphold service standards that reflect our commitment to integrity and member trust.
• Work with dealers to resolve complex issues in a timely manner.
• Maintain accurate records of all compliance documentation and activities.
• Communicate effectively with internal teams and external partners to address compliance-related/operational matters.
• Stay up to date with changes in automotive industry regulations and compliance standards.
• Assist with audits and reporting processes related to disputes, transportation, and other various operational areas.
• Provide support for continuous improvement initiatives in dispute practices and operational processes.
• Work closely with internal teams to align client objectives with company goals.
• Maintain accurate and up-to-date records of client interactions, agreements, and future touchpoints.
• General office duties such as; inbound phone work and issue resolution.
• Adapt/adjust role as needed and requested by the leadership team.

Education and Experience

• Bachelor’s degree or equivalent experience in operations, business administration, or related field.
• Proven experience in case management, conflict resolution, and strong customer service, preferably in the automotive industry.
• Knowledge of both vehicle auction Arb