Customer Care Specialist




Chicago, Illinois

Full-Time/Regular

RITM0019768

 

 

Job Description

 

Cars.com is a leader in the automotive digital marketplace. Since 1997, we have built our B2B and B2C brand to preeminent status in the industry. While enjoying great stability, we continue to grow. Our workforce has more than doubled since 2006, and our revenue has increased more than 150% in that same time. Our highly engaged 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 Care Specialist provides excellent customer service to all internal and external customers who contact Cars.com via phone, email and chat, with a focus on first contact resolution.  This position requires that all interactions with customers are resolved in a prompt, professional and personable manner. 

 

The ideal candidate will be able to:

  • Achieve personal and team service level goals.
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  • Work directly with 3rd party companies, dealerships and sales teams to troubleshoot a variety of technical issues.
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  • Track and document all customer inquiries and resolutions in Salesforce.com.
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  • Escalate necessary customer inquiries and issues to Tier 2 product and technical support teams.
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  • Develop an expertise in Cars.com services and products and take an active role in sharing this knowledge with customers.
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  • Perform other related duties, as appropriate to further the success of the Operations team.
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 LI-#AB1

 

 

Required Skills

 

  • Extremely customer-focused with a positive attitude and patience to work with non-technical customers
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  • Excellent time management, organizational and prioritization skills
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  • Flexible, strong work ethic and enjoys being part of a team
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  • Verbal and written communication skills required
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  • Able to solve problems quickly and creatively
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  • Knowledge of the MS Office and Windows required and greater technical aptitude preferred
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  • Familiarity with online media and tools preferred
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  • Able to learn quickly and adapt to change
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  • May require weekends and/or evenings work shifts
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Required Experience

 

  • College degree preferred
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  • One year work experience preferred
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  • Prior customer service experience or service industries experience preferred
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Cars.com, Inc. is a proud equal opportunity employer. We are a drug free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation, veteran status or genetic information.