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Solutions Engineer
Cars.com LLC
United States
Remote
USD 40,000 - 49,000
Full time
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Job summary
At Cars Commerce, join as a Solutions Engineer to provide essential support and solutions for customers in a dynamic, high-volume contact center. You will engage with customers via phone and online, ensuring a seamless experience while addressing technical inquiries. With collaborative values and a focus on career growth, the role involves utilizing your skills in a supportive environment where you can thrive.
Benefits
Qualifications
- One year of customer service or call center experience required.
- Experience with Salesforce, Wordpress, and/or Slack is a plus.
- Experience in a support or service role within Automotive, SaaS, or MarTech is advantageous.
Responsibilities
- Intake technical product support requests through various channels.
- Resolve customer inquiries related to services or technology.
- Troubleshoot complex product-related issues and escalate as needed.
Skills
Education
Tools
Job description
Be essential at Cars Commerce
At Cars Commerce, we’re fanatical about simplifying everything about car buying and selling. We do right by our customers and consumers to better connect the industry with simplified and tierless technology to enhance, measure and drive local automotive retail. Whether through our No.1 most recognized marketplace, Cars.com, our industry-leading digital experience, Dealer Inspire, our trade and appraisal technology, AccuTrade, or our new Cars Commerce Media Network, Cars Commerce is essential for success in the automotive industry.
No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it’s built into the very fabric of our shared values. We like to say we Rise Together – putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be Open to All, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is Caring to Challenge and Taking Ownership, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, we have integrity, Doing the Right Thing, even when it’s hard. It’s our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright unavoidable.
But don’t take our word for it. As a U.S. News & World Report Best Company to Work For in 2024, we're obsessive about the employee experience. We are among the top 20% being declared “Best” of our industry based on six critical factors that are important to employee wellbeing, like quality of pay, benefits, work life balance and more.
The Solutions Engineer position provides the first-level of contact support to customers. With each interaction, Solution Engineers lead with a high level of curiosity to gain an understanding of customer support inquiries so that they can provide technical and/or service-based solutions that meet their needs. They are responsible for helping the organization create effortless support experiences that resolve inquiries in the moment and/or with warm handoffs to appropriate teams. Solution Engineers are required to develop positive rapport with both customers and internal partners to ensure customer success. They should feel comfortable and motivated by working in a high-volume contact center environment, and communicating seamlessly through phone, messages and e-mails.
Education and Experience
High School Diploma (or equivalent experience)
One (1) year of customer service or call center experience
Experience with Salesforce, Wordpress and/or Slack a plus
Experience in a support or service role within the Automotive, SaaS or MarTech industries a plus
Required Skills & Abilities
Ability to handle a high volume of support related inquiries with a high level of professionalism in both verbal and written communication
Ability to quickly and effectively recognize a problem, determine the cause, take appropriate action and follow-up
Ability to present information in a clear and understandable manner
Ability to actively listen and provide support by questioning through curiosity to gain a full understanding of customer needs
Ability to quickly learn technical products and functions with an interest in understanding software, retailing and marketing-based service solutions for the automotive industry
Ability to quickly develop rapport with others and adjust to different communication styles. Can easily interact with both colleagues and customers.
Ability to diffuse high-tension situations comfortably
Ability to multi-task and use time effectively and efficiently
Ability to work with various web platforms, including Word Press
Skillful at embracing change, with a strong desire to adapt and learn in a fast-paced, constantly evolving industry
Work defined shifts as determined by leadership, including weekend and/or later shifts as assigned
Job Duties / Responsibilities
Intake technical product support requests from customers through a variety of channels, primarily inbound and outbound phone calls, but can also include email, chat, and web forums.
Follow up and resolve customer requests and open cases for product support.
Resolve customer inquiries related to services or technology.
Troubleshoot complex product-related issues.
Escalate more complex issues as needed to higher-level support teams and/or management; and de-escalate customers as needed.
Provide quality service to customers and that meets our customer expectations and in accordance with the department’s guidelines and policies.
Take a high rate of inbound contacts and provide a high-level of engagement with the customers to assist them with a resolution to their product related issue(s).
Stay aligned with internal knowledge sharing, platforms and training processes to accurately answer customer questions and to maintain personal skills.
Use advanced product knowledge to educate customers on product features or additional services to meet their needs.
Support data maintenance and hygiene by ensuring accurate documentation of customer interactions and notes in all applicable systems.
Be a steward of our customer solutions by communicating process, system or technical improvement opportunities in line with current processes.
Acquire technical and service certifications as required. • Understand website package levels and set appropriate client expectations; identifying consultative upsell opportunities and handing off to Managed Services, Performance Management or Sales as appropriate
Complete personal and department-assigned goals.
Be essential at Cars Commerce
At Cars Commerce, we’re fanatical about simplifying everything about car buying and selling. We do right by our customers and consumers to better connect the industry with simplified and tierless technology to enhance, measure and drive local automotive retail. Whether through our No.1 most recognized marketplace, Cars.com, our industry-leading digital experience, Dealer Inspire, our trade and appraisal technology, AccuTrade, or our new Cars Commerce Media Network, Cars Commerce is essential for success in the automotive industry.
No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it’s built into the very fabric of our shared values. We like to say we Rise Together – putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be Open to All, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is Caring to Challenge and Taking Ownership, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, we have integrity, Doing the Right Thing, even when it’s hard. It’s our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright unavoidable.
But don’t take our word for it. As a U.S. News & World Report Best Company to Work For in 2024, we're obsessive about the employee experience. We are among the top 20% being declared “Best” of our industry based on six critical factors that are important to employee wellbeing, like quality of pay, benefits, work life balance and more.
The Solutions Engineer position provides the first-level of contact support to customers. With each interaction, Solution Engineers lead with a high level of curiosity to gain an understanding of customer support inquiries so that they can provide technical and/or service-based solutions that meet their needs. They are responsible for helping the organization create effortless support experiences that resolve inquiries in the moment and/or with warm handoffs to appropriate teams. Solution Engineers are required to develop positive rapport with both customers and internal partners to ensure customer success. They should feel comfortable and motivated by working in a high-volume contact center environment, and communicating seamlessly through phone, messages and e-mails.
Education and Experience
High School Diploma (or equivalent experience)
One (1) year of customer service or call center experience
Experience with Salesforce, Wordpress and/or Slack a plus
Experience in a support or service role within the Automotive, SaaS or MarTech industries a plus
Required Skills & Abilities
Ability to handle a high volume of support related inquiries with a high level of professionalism in both verbal and written communication
Ability to quickly and effectively recognize a problem, determine the cause, take appropriate action and follow-up
Ability to present information in a clear and understandable manner
Ability to actively listen and provide support by questioning through curiosity to gain a full understanding of customer needs
Familiar with internet browsers and settings, managing phone lines and basic e-mail functionality
Ability to quickly learn technical products and functions with an interest in understanding software, retailing and marketing-based service solutions for the automotive industry
Ability to quickly develop rapport with others and adjust to different communication styles. Can easily interact with both colleagues and customers.
Ability to diffuse high-tension situations comfortably
Ability to multi-task and use time effectively and efficiently
Ability to work with various web platforms, including Word Press
Skillful at embracing change, with a strong desire to adapt and learn in a fast-paced, constantly evolving industry
Work defined shifts as determined by leadership, including weekend and/or later shifts as assigned
Job Duties / Responsibilities
Intake technical product support requests from customers through a variety of channels, primarily inbound and outbound phone calls, but can also include email, chat, and web forums.
Follow up and resolve customer requests and open cases for product support.
Resolve customer inquiries related to services or technology.
Troubleshoot complex product-related issues.
Escalate more complex issues as needed to higher-level support teams and/or management; and de-escalate customers as needed.
Provide quality service to customers and that meets our customer expectations and in accordance with the department’s guidelines and policies.
Take a high rate of inbound contacts and provide a high-level of engagement with the customers to assist them with a resolution to their product related issue(s).
Stay aligned with internal knowledge sharing, platforms and training processes to accurately answer customer questions and to maintain personal skills.
Use advanced product knowledge to educate customers on product features or additional services to meet their needs.
Support data maintenance and hygiene by ensuring accurate documentation of customer interactions and notes in all applicable systems.
Be a steward of our customer solutions by communicating process, system or technical improvement opportunities in line with current processes.
Acquire technical and service certifications as required. • Understand website package levels and set appropriate client expectations; identifying consultative upsell opportunities and handing off to Managed Services, Performance Management or Sales as appropriate
Complete personal and department-assigned goals.
Our Comprehensive Benefits Package includes:
- Medical, Dental & Vision Healthcare Plans
- New Hire Stipend for Home Office Set-Up
- Generous PTO
- Refuel - a service based recognition program where employees receive additional paid time away to learn grow and reset
- Paid Holidays, Floating Holiday, Volunteer Day, Recharge Day
Learn more about our Benefits, Perks, & Culture on our LinkedIn Life Pages !
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. California Applicants: Clickhere to review our California Privacy Policy for Applicants. For current employees, pleaseclickhere to review our California Privacy Policy for Employees.
Welcome!
At Cars Commerce, we think big, push boundaries, and rise together as a team. It’s all the challenge and energy of a job in the tech industry, backed by 25 years of proven resilience and growth as a leading consumer brand.
Imagine getting to work on a team with a bold mission to simplify everything about buying and selling cars. A culture that’s a unique mix of innovation and collaboration. Exciting training and development opportunities that empower you to take ownership of your career. For our employees, every day is an opportunity.
We’re a remote-first workplace that embraces diversity at every level. Inspired by our values, we intentionally create opportunities for our employees to grow and make an impact in our industry and local communities. Let’s move your career forward together.
Cars Commerce is an audience-driven technology company empowering automotive that simplifies everything about buying and selling cars. The Cars Commerce platform includes the flagship automotive marketplace and dealer reputation site Cars.com, innovative digital marketing technology and services from Dealer Inspire, industry-leading trade-in and appraisal technology from AccuTrade, an exclusive in-market media network, and powerful and predictive AI technologies that enable more efficient and profitable retail operations. Cars Commerce is the essential partner to stay one step ahead in automotive.
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