Customer Support Specialist

Title: Customer Support Specialist

Location: Remote, United States

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.

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 includes the following brands: Cars.com, Dealer Inspire, DealerRater, FUEL, CreditIQ & Accu-Trade. Learn more here!

Cars.com Customer Primary Phone Support Specialist

The Customer Primary Phone Support Specialist provides excellent customer service to dealers and/or consumers who contact Cars.com via primarily phones with a focus on first contact resolution. Email, chat, and text are secondary contact avenues. This position requires that all interactions with customers are resolved in a prompt, professional and personable manner.

Responsibilities include:

• Answering phone calls when customers call in for help
• 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 Senior 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
• Ability to handle both written and verbal communication in both Spanish and English (if bilingual)

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

#LI-EJ #LI-Remote

In the spirit of pay transparency, we are excited to share the base salary range for this position which is not inclusive of bonuses, benefits or other forms of compensation that the position may be eligible for. If you are hired at CARS, your final base salary compensation will be determined based on factors such as skills and/or experience. If the salary range is close to what you’re seeking, then we encourage you to apply and learn more about the total compensation package for this position.

Salary Range

$35,600-$40,000 USD

Our Comprehensive Benefits Package includes:

• Medical, Dental & Vision Healthcare Plans
• 401(k) with Company Match + Immediate Vesting
• New Hire Stipend for Home Office Set-Up
• Employee Stock Purchase Program
• 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.