Customer Support Specialist-2

Role overview

Help dealers and vehicle shoppers resolve questions about online products and services through phone, email, chat, and text. The focus is on providing prompt, personable support and resolving issues during the first interaction where possible, while documenting cases and coordinating escalations when needed.

Responsibilities

- Respond to customer inquiries and troubleshoot issues across phone, email, chat, and text. - Build product and service knowledge and explain information to customers, including people with limited technical experience. - Track inquiries, actions, and resolutions in a customer relationship management system. - Meet individual and team service-level goals. - Escalate issues to advanced support, product, or technical teams when appropriate. - Assist with related customer support and operations tasks.

Requirements

- Prior customer service or service-industry experience is preferred; a college degree is preferred, or at least one year of work experience is required. - Communicate clearly in writing and verbally, and show empathy and accountability when resolving issues. - Organize and prioritize work effectively while managing time well. - Solve problems promptly and use sound judgment and professionalism. - Be comfortable with Windows and Microsoft Office; technical aptitude is helpful. - Adapt quickly, work independently, and contribute reliably as part of a team.

Benefits and work setup

- Evening or weekend shifts may be part of the schedule. - Benefits listed include medical, dental, and vision coverage from the start; a matched 401(k); an employee stock purchase plan; paid time off and holidays; caregiver and parental leave; and tuition support.