[Remote] Product Support Specialist at Cars Commerce

Illinois, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Excellent time management, organizational, and prioritization skills
Demonstrates accountability for issue resolution and customer empathy
Strong verbal and written communication skills
Knowledge of Google Workspace Suite and Windows or MacOS required with greater technical aptitude preferred
Familiarity with front-end development and coding languages; HTML, Bootstrap, PHP and WordPress
Critical and analytical thinker, with a knack for troubleshooting and resolving complex issues

Responsibilities

Manage incoming support tickets to ensure that all customer inquiries are resolved promptly and accurately
Track and document all customer inquiries and resolutions in SalesForce and any related internal and external tools with a high level of accuracy
Work with clients on the support phone-line to provide information and on-call resolution to various client requests
Identify and escalate necessary customer inquiries and issues to Product and Engineering teams
Coordinate with internal departments to ensure tasks are assigned out and completed on time
Achieve individual and team service level goals including resolution times, number of cases worked and closed per hour, and availability goals
Make recommendations to improve internal customer service processes and procedures
Collaborate with various web platforms, including WordPress and our Dealer Inspire Dashboard to troubleshoot and resolve client inquiries
Provide subject matter expertise and second-tier support to our products, including Conversations, Online Shopper, Accu-Trade, Inventory Management Systems, and more

Skills

Cars Commerce

Online marketplace for buying and selling cars

About Cars Commerce

Cars Commerce operates as a digital marketplace in the automotive industry, connecting consumers who want to buy or sell cars with automotive businesses like dealerships and manufacturers. The platform provides consumers with essential information about vehicles, including product details, pricing, and seller locations, helping them make informed purchasing decisions. For automotive businesses, Cars Commerce offers insights and data on market trends and consumer behavior, which can enhance their sales strategies. The company generates revenue through advertising and subscription fees from these businesses for services like listings and access to consumer analytics. By utilizing technology and data, Cars Commerce aims to improve the efficiency and effectiveness of the car buying and selling process for both consumers and businesses.

Chicago, IllinoisHeadquarters

1998Year Founded

IPOCompany Stage

Data & Analytics, Automotive & TransportationIndustries

1,001-5,000Employees

Risks

Increased competition from platforms like Cars24 threatens Cars.com's market share.

Cars24's vehicle scrappage scheme may attract environmentally conscious consumers away from Cars.com.

Continuous innovation is required to maintain user engagement against competitors' superior alternatives.

Differentiation

Cars.com offers a comprehensive platform for both car buyers and sellers.

The platform provides valuable insights and data to automotive businesses.

Cars.com is recognized for its extensive EV-related content and services.

Upsides

Increased consumer interest in EVs boosts demand for Cars.com's listings and reviews.

AI-driven personalization enhances user experience and engagement on Cars.com.

The shift towards subscription-based car ownership creates new service opportunities for Cars.com.

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