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 Senior Customer Care Specialist provides excellent customer service to all internal and external customers, with a focus on escalated issues. This position requires extensive troubleshooting expertise and ability to work with various teams and customers to resolve issues. 

Responsibilities include:

• Achievement of personal and team service level goals
• Work directly with 3rd party companies, dealerships and sales teams to troubleshoot a variety of technical issues
• Work with fellow Customer Care Specialists and Associates to help investigate and resolve issues for customers 
• Identify global and recurring issues within Senior Customer Care Specialist work and escalate to the appropriate teams
• Track and document all customer inquiries and resolutions in SalesForce.com
• Actively contribute to on-going process improvement
• Develop an expertise in Cars.com services and products and take an active role in sharing this knowledge with others
• Assist with incoming phone and email inquiries as needed
• Dedication to timely and quality fulfillment of new products being set live
• Maintain expertise with the SIY tools for troubleshooting purposes
• Coach/mentor Customer Care Specialists and Associates
• Key contact for Major Account Support
• Perform other related duties, as appropriate to further the success of the Operations Department

• 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
• Flexible, 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 and greater technical aptitude preferred
• Familiarity with online media and tools preferred
• Able to learn quickly and adapt to change
• Demonstrates accountability for issue resolution and customer empathy
• Uses sound judgement
• Ability to work independently and deliver high quality work
• Collaboration and demonstrated ability to teach/educate Customer Care Specialists
• May require weekend and/or evening work shifts