Product Support Specialist

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

The Product Support Specialist role is a comprehensive support role that focuses on managing, delegating, and providing resolution to client requests and inquiries. The candidate will utilize the support phone line, as well as our support ticket interface to provide awesome customer service and quick resolution for clients.

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.
• Work with various web platforms, including WordPress and our Dealer Inspire Dashboard to troubleshoot and resolve client inquiries.
• 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.
• Act as a subject matter expert and second-tier support team for our products, including Conversations, Online Shopper, Prizm, Accu-Trade, Inventory Intelligence Platform, and more.
• Makes recommendations to improve internal customer service processes and procedures.

Required Skills

• Customer-focused with a positive attitude and the ability to work with non-technical customers and a diverse customer base
• Excellent time management, organizational and prioritization skills
• Demonstrates accountability for issue resolution and customer empathy
• Works with a sense of urgency
• 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
• Strong verbal and written communication skills required
• Critical and analytical thinker, with a knack for troubleshooting and solving problems
• Able to learn quickly and adapt to change
• Uses sound judgment