Customer Support Specialist

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, AccuTrade, 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.

Cars.com Customer Support Specialist

Launched in 1998, Cars.com is a leading online destination that offers information from experts and consumers to help car shoppers buy, sell, and service their vehicles. With more than 30 million monthly visits to its web properties, Cars.com offers millions of new and used vehicles, reviews, unbiased editorial content, and a wide range of shopping tools. Despite being a nearly 20-year old company, Cars.com has maintained its startup culture as a fun, fast-paced environment with highly engaged employees who are committed to constant innovation. Our workforce enjoys our dedication to work/life balance, wellness and career growth, as well as a rich set of employee programs. We’re big enough to provide abundant resources and small enough for employees to make an immediate impact.

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 Commerce products and services 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

Our Comprehensive Benefits Package includes:

• Medical, Dental & Vision Healthcare Plans
• New Hire Stipend for Home Office Set-Up
• Generous PTO
• Refuel - a service based recognition program where employees receive additional paid time away to learn grow and reset
• Paid Holidays, Floating Holiday, Volunteer Day, Recharge Day

Learn more about our Benefits, Perks, & Culture on our LinkedIn Life Pages!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. California Applicants: Click here to review our California Privacy Policy for Applicants. For current employees, please click here to review our California Privacy Policy for Employees.