Job Description
Customer Support Specialist
Location: United States, Remote
Discover Your Possibilities at CARS
Here at CARS, we are constantly developing technology that innovates how customers and dealers buy and sell their vehicles. In 1998, we invented the car search with Cars.com and revolutionized the way the industry does business. Now, we bring that same boldness, energy, and drive to optimizing solutions across our brands every single day. We are constantly creating new possibilities, traversing uncharted routes and welcoming challenges along the way.
No one ever travels alone here: at its core, CARS is collaboration. Whether it is within individual teams, across departments, or the company at large, our employees support one another across every dimension of life at CARS. We operate as a collective, utilizing all of our diverse strengths to approach problems from every single angle, united by our award-winning company culture and our mission to make car shopping the best experience possible.
CARS includes the following brands: Cars.com, Dealer Inspire, DealerRater, FUEL, CreditIQ & Accu-Trade. Learn more here!
The Customer Support Specialist provides excellent customer service to dealers and/or consumers who contact Cars.com via phone, email, chat and text, with a focus on first contact resolution. This position requires that all interactions with customers are resolved in a prompt, professional and personable manner.
Responsibilities include:
- Develop an expertise in Cars.com services and products and the initiative to take an active role in sharing this knowledge with customers
- Achieve individual and team service level goals
- Track and document all customer inquiries and resolutions in SalesForce.com
- Identify and escalate necessary customer inquiries and issues to Tier 2 Support, Product and Technical Support teams
- Assist with various tasks and inquiries from our customers including dealers and/or consumers and internal customers
- Perform other related duties, as appropriate to further the success of the Customer Support Team and/or Operations Department
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
- Strong work ethic and enjoys being part of a team
- Strong verbal and written communication skills required
- Able to solve problems quickly and creatively
- Knowledge of the MS Office and Windows required with greater technical aptitude preferred
- Familiarity with online media and tools preferred
- Able to learn quickly and adapt to change
- Uses sound judgement and professionalism
- Ability to work independently and deliver high quality work
- Flexibility to work weekend and/or evening work shifts
REQUIRED EXPERIENCE
- Prior customer service experience or service industries experience preferred
- College degree preferred or minimum of one-year work experience required