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Customer Care Specialist

| Chicago

The Customer Care 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 Care 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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • HiveDatabases
    • MySQLDatabases
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM
    • Oracle EloquaLead Gen

Location

300 S Riverside Plaza, Chicago, IL 60606

What are Cars.com Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Parking
Professional Development Benefits
Tuition Reimbursement
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