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