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.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

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