Senior Customer Care Specialist

AutoTrader.com
United States
Workplace: HybridFull timeUSD 22.02 - 33.08 hourlyFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: high_schoolSkills: ["Communication","Problem-solving","Analytical skills","Customer relationship building","Mentoring"]

Handle inbound calls, texts, chats, and emails from automotive dealers and auctions regarding account and service inquiries for a client line of credit. Triage and resolve moderately to highly complex questions using judgment and company guidelines, including escalating and managing escalated cases professionally. Partner with internal departments to identify and resolve concerns, meet quality and productivity metrics, use proprietary systems for case management, and provide support/training to less experienced team members.

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FursaFursa
AutoTrader.com
AutoTrader.com
1 day ago

Senior Customer Care Specialist

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 minutes agoStatus: Live

Job Summary

Handle inbound calls, texts, chats, and emails from automotive dealers and auctions regarding account and service inquiries for a client line of credit. Triage and resolve moderately to highly complex questions using judgment and company guidelines, including escalating and managing escalated cases professionally. Partner with internal departments to identify and resolve concerns, meet quality and productivity metrics, use proprietary systems for case management, and provide support/training to less experienced team members.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Receive inbound calls, chats, SMS, and emails from automotive dealers, automotive auctions, and internal clients.
  • •Answer moderately to highly complex questions using guidelines and professional judgment.
  • •Stay organized across cases, messaging, and service tickets while responding promptly.
  • •Handle escalated client and auction inquiries, servicing tickets and issues professionally.
  • •Use company proprietary software for research, case management, data entry, and account follow-up; support/training and process improvement as needed.

Pay and Benefits

Salary: USD 22.02 - 33.08 hourly
Perks:Health InsuranceDentalVision401kPaid HolidaysPaid Leave

Key Requirements

  • •High school Diploma or GED.
  • •5 years of relevant professional work experience (or Associate’s/BA/BS with 3 years’ experience).
  • •Ability to work in a fast-paced, evolving team environment while prioritizing tasks and duties.
  • •Strong verbal and written communication skills for a broad customer base.
  • •Problem-solving and analytical skills to guide others through complex processes.
Experience:5+ yearsAutomotiveCustomer support
Education:High School
Skills:CommunicationProblem-solvingAnalytical skillsCustomer relationship buildingMentoring
Languages:Spanish
Tech Stack:Windows PCHome networking router/modemCase management softwareWebsite troubleshooting

Eligibility

Visa:OPTCPTSTEM/OPT
Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

AutoTrader.com
Operates a leading online marketplace for buying and selling new and used vehicles, connecting consumers, dealers, and automotive service providers with vehicle listings, pricing tools, reviews, and financing resources.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Atlanta, United States
Founded: 1997
WebsiteLinkedIn