Cars.com Customer Support Specialist

Employment Type: Full-time

Position Overview

Cars.com is a leading online destination for car shoppers, offering expert and consumer insights to facilitate the buying, selling, and servicing of vehicles. With over 30 million monthly visits, Cars.com provides extensive new and used vehicle listings, reviews, unbiased editorial content, and various shopping tools. Despite its nearly 20-year history, Cars.com maintains a dynamic startup culture, characterized by a fun, fast-paced environment and highly engaged employees dedicated to continuous innovation. The company fosters a strong commitment to work-life balance, employee wellness, and career growth, supported by a comprehensive suite of employee programs. Employees benefit from abundant resources while still having the opportunity to make an immediate impact.

The Customer Support Specialist is responsible for delivering excellent customer service to dealers and/or consumers through phone, email, chat, and text, with a primary focus on first-contact resolution. All customer interactions must be handled promptly, professionally, and in a personable manner.

Responsibilities

• Develop in-depth knowledge of Cars Commerce products and services.
• Actively share product and service knowledge with customers.
• Meet individual and team service level goals.
• Track and document all customer inquiries and resolutions in SalesForce.com.
• Identify and escalate customer inquiries and issues to Tier 2 Support, Product, and Technical Support teams as needed.
• Assist customers, including dealers and consumers, as well as internal stakeholders, with various tasks and inquiries.
• Perform other related duties to support the success of the Customer Support Team and/or Operations Department.

Required Skills

• Customer-focused with a positive attitude.
• Ability to work effectively with non-technical customers and a diverse customer base.
• Excellent time management, organizational, and prioritization skills.
• Demonstrates accountability for issue resolution and customer empathy.
• Strong work ethic and enjoys being part of a team.
• Strong verbal and written communication skills.
• Ability to solve problems quickly and creatively.

Company Information

At Cars Commerce, our mission is to simplify every aspect of car buying and selling. We are committed to serving our customers and consumers by providing streamlined, tierless technology to enhance, measure, and drive local automotive retail. Our portfolio includes the No. 1 recognized marketplace, Cars.com, industry-leading digital experience platform Dealer Inspire, trade and appraisal technology AccuTrade, and the new Cars Commerce Media Network. Cars Commerce is essential for success in the automotive industry.

Our core values emphasize collaboration, with a philosophy of "Rise Together" by prioritizing people. We foster an environment that is "Open to All," encouraging open-minded communication and diverse thinking. We also value "Caring to Challenge" and "Taking Ownership," promoting a competitive spirit within a respectful environment where we focus on future planning and present action. At our foundation is "Doing the Right Thing," even when it's challenging. This shared commitment to our values makes Cars Commerce a place where growth is inevitable.

Cars Commerce was recognized by U.S. News & World Report as a Best Company to Work For in 2024, highlighting our dedication to the employee experience. We are among the top 20% of companies in our industry, recognized for critical factors contributing to employee well-being, including quality of pay, benefits, and work-life balance.

Application Instructions

Salary: [Not Specified] Location Type: [Not Specified]