OEM Client Care Specialist Tier 1 Support

PureCars; Kansas City (MO); On-site; USD 42,000 - 64,000; Full time

Job summary

PureCars is seeking a Tier 1 Technical Support representative to service AutoAlert customers via phone, email, and chat. You will act as the SME for product functionalities, guiding users and enabling one-call resolution while directing them to training materials for next steps.

Ideal candidates bring service background, Salesforce fluency, strong communication, and a collaborative mindset. Automotive experience is a plus, with a focus on delivering world-class user experience.

Qualifications

• Previous experience in service-oriented industry.
• Proficiency in Salesforce.
• Competency with computer applications and programs.
• Strong business acumen and communication skills (written and verbal).
• Relationship Management experience.
• Detail Oriented.
• Confidentiality.
• Presentation or training experience a plus.
• Associate or bachelor’s degree preferred.
• Automotive experience preferred.

Responsibilities

• Handle inbound customer inquiries from phone, email, and chat.
• Diagnose initial inbound tickets within two hours of submission.
• Create comprehensive Salesforce tickets detailing inbound communication received.
• Close tickets via One-Call resolution or escalate customer experiences according to Client Care standards and documentation.
• Provide necessary supporting documentation to appropriate team members for any escalated issues and maintain open lines of communication with customer throughout escalation process.
• Maintain clear and consistent communication with customers while troubleshooting issues up to and including point-of-satisfaction resolution.
• Other duties as assigned such as working on projects in Trello.

Skills

Salesforce

Customer service

Communication

Relationship management

Attention to detail

Confidentiality

Presentation skills

Education

Associate or Bachelor's degree preferred

Job description

PureCars is seeking a Tier 1 Technical Support representative to service AutoAlert customers via phone, email, and chat. You will act as the SME for product functionalities, guiding users and enabling one-call resolution while directing them to training materials for next steps.

Ideal candidates bring service background, Salesforce fluency, strong communication, and a collaborative mindset. Automotive experience is a plus, with a focus on delivering world-class user experience.