Customer Support Specialist (both bilingual and non-bilingual roles available) Work at Home

Website Cars(dot)com

At Cars.com, we help shoppers meet their perfect car match, and people find their perfect career match. As one of the top places to work in Chicago, according to The Chicago Tribune, Built-In Chicago and others, we pride ourselves on a culture of growth and innovation.

Cars.com has revolutionized the automotive industry for both shoppers and sellers through technology and solutions for buyers and sellers alike. We never shy away from a challenge, move fast, collaborate across functions to approach problems from every angle. We’ve built a culture that’s second-to-none and share core values that keep everyone working full-speed at the same goals with the same open, outcome-driven and bold attitudes.

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

**We have both bilingual and non bilingual positions available. 

Cars.com Customer Primary Phone 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 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

      JOB URL: https://boards.greenhouse.io/carsdotcom/jobs/4332460

To apply for this job please visit boards.greenhouse.io.