Job Description
Title: Solutions Engineer
Location: United States, Remote
Be essential at 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, Accu-Trade, 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 Solutions Engineer position provides the first-level of contact support to customers. With each interaction, Solution Engineers lead with a high level of curiosity to gain an understanding of customer support inquiries so that they can provide technical and/or service-based solutions that meet their needs. They are responsible for helping the organization create effortless support experiences that resolve inquiries in the moment and/or with warm handoffs to appropriate teams. Solution Engineers are required to develop positive rapport with both customers and internal partners to ensure customer success. They should feel comfortable and motivated by working in a high-volume contact center environment, and communicating seamlessly through phone, messages and e-mails.
Education and Experience
- High School Diploma (or equivalent experience)
- One (1) year of customer service or call center experience
- Experience with Salesforce, WordPress and/or Slack a plus
- Experience in a support or service role within the Automotive, SaaS or MarTech industries a plus
Required Skills & Abilities
- Ability to handle a high volume of support related inquiries with a high level of professionalism in both verbal and written communication
- Ability to quickly and effectively recognize a problem, determine the cause, take appropriate action and follow-up
- Ability to present information in a clear and understandable manner
- Ability to actively listen and provide support by questioning through curiosity to gain a full understanding of customer needs
- Familiar with internet browsers and settings, managing phone lines and basic e-mail functionality
- Ability to quickly learn technical products and functions with an interest in understanding software, retailing and marketing-based service solutions for the automotive industry
- Ability to quickly develop rapport with others and adjust to different communication styles. Can easily interact with both colleagues and customers.
- Ability to diffuse high-tension situations comfortably
- Ability to multi-task and use time effectively and efficiently
- Ability to work with various web platforms, including Word Press
- Skillful at embracing change, with a strong desire to adapt and learn in a fast-paced, constantly evolving industry
- Work defined shifts as determined by leadership, including weekend and/or later shifts as assigned