[Hiring] Customer Support Specialist @Cars Commerce

Role Description

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.

• 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.

Qualifications

• 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 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.

Requirements

• Prior customer service experience or service industries experience preferred.
• College degree preferred or minimum of one-year work experience required.

Benefits

• Medical, dental & vision from day one — no waiting period.
• 401(k) with company match, immediate vesting.
• Employee Stock Purchase Plan — buy Cars.com stock at a discount.
• Unlimited Flex Time Off, 11 paid holidays, 1 volunteer day.
• Paid parental and caregiver leave.
• $350 one-time home office stipend + $70/month for virtual-first work.
• Tuition reimbursement up to $5,250/year.
• ...and more — see our full Benefits, Perks & Culture.