Solutions Engineer

Position Overview

The Solutions Engineer position provides first-level contact support to customers. Solution Engineers are responsible for leading with a high level of curiosity to understand customer support inquiries and provide technical and/or service-based solutions that meet their needs. They are tasked with creating effortless support experiences that resolve inquiries in the moment or with warm handoffs to appropriate teams. Building positive rapport with both customers and internal partners is crucial for ensuring customer success. This role requires comfort and motivation in a high-volume contact center environment, with seamless communication via phone, messages, and emails.

Company Information

At Cars Commerce, we are dedicated to simplifying every aspect of car buying and selling. We strive to connect the industry with simplified and tierless technology to enhance, measure, and drive local automotive retail through platforms like Cars.com, Dealer Inspire, AccuTrade, and the Cars Commerce Media Network. Our core values emphasize collaboration, openness, challenging the status quo, taking ownership, and integrity. We are proud to be recognized by U.S. News & World Report as a Best Company to Work For in 2024, highlighting our commitment to employee well-being.

Employment Type

Full time

Location Type

Information not provided.

Salary

Information not provided.

Requirements

• High School Diploma (or equivalent experience)
• One (1) year of customer service or call center experience
• Experience with Salesforce, Wordpress and/or Slack is a plus
• Experience in a support or service role within the Automotive, SaaS or MarTech industries is a plus

Responsibilities

• Provide first-level contact support to customers.
• Understand customer support inquiries through curiosity.
• Offer technical and/or service-based solutions.
• Create effortless support experiences.
• Resolve inquiries in the moment or via warm handoffs.
• Develop positive rapport with customers and internal partners.
• Communicate effectively via phone, messages, and emails.

Required Skills & Abilities

• Ability to work 5 days per week, 8 hours per day.
• Weekend Work: Required to work on Saturdays from 2:00 PM - 10:00 PM CST or 3:00 PM - 11:00 PM EST.
• Days Off: Sundays are not worked. You may choose any day off during the week.
• Work Hours: 9:00 AM - 5:00 PM CST or 10:00 AM - 6:00 PM CST.
• Ability to handle a high volume of support inquiries with professionalism in verbal and written communication.
• Ability to quickly and effectively recognize problems, determine causes, take action, and follow up.
• Ability to present information clearly and understandably.
• Ability to actively listen and support by questioning to understand customer needs.
• Familiarity with internet browsers, settings, phone lines, and basic email functionality.
• Ability to quickly learn technical products and functions with an interest in software, retailing, and marketing-based service solutions for the automotive industry.
• Ability to quickly develop rapport with others and adapt to different communication styles.
• Ability to interact easily with colleagues and customers.