What are the responsibilities and job description for the Consumer Support Specialist 1 - Bilingual - Remote position at TrueCar?
TrueCar is a leading automotive digital marketplace and we are on a mission to make car buying and selling easy, transparent and efficient. We work to empower consumers with data, and foster connections with our network of Certified Dealers who share our belief that truth, transparency and fairness are the foundation to a great experience. We forge partnerships to power car buying programs for some of America's most trusted brands. And we continually innovate to provide useful tools, research, market context and pricing transparency to help consumers feel empowered and confident all throughout their journey.
As consumers' priorities and shopping habits shifted, so did we. We are building a modern day marketplace and invite you to come join the TrueCar Crew. You can have a real & direct impact on our journey as we continue to evolve and revolutionize the car buying and selling experience. We are seeking talented individuals who are excited by our mission to revolutionize & elevate the car buying & selling experience.
The Opportunity:
The Consumer Support Specialist I (CSS I) is responsible for assisting with Dealer and Customer issue resolution. This investigative-based position requires unbiased decision-making and a strong desire to assist a consumer, one one-on-one. Consumer Support Specialists report to the Manager, Consumer Support.
How you will contribute to TrueCar's success:
- Manage front-line communications with program Consumers via phone or online systems to resolve differences relating to pricing, lead delivery, invoicing and other program requirements
- Answer routine and unique inbound calls as well as respond to Consumer messages through outbound calls
- Maintain required average Quality Assurance scores
- Ensure issues are resolved timely and that unresolved issues are escalated to the appropriate team lead or contact.
- Document call activity in CRM as required.
- Receive and process consumer privacy requests.
Your Expertise:
- Fluency in written and spoken English and Spanish
- Demonstrated success providing best in class customer service to include handling of client requests and conflict resolution
- Advanced problem-solving skills
- Experience with Microsoft Office products, including Excel
- Ability work autonomously and multi-task efficiently and work within assigned scheduling requirements which may include extended hours and/or weekend availability
- Experience with Customer Relationship Management (CRM) platforms, such as Salesforce
- Ability to work evenings and weekends to include the 11:00 am to 8:00 pm CST shift initially
Base pay rate: $18.00 to $19.23 per hour
Your TrueCar Experience
As a crew member, you'll be primarily based out of your home as a part of our Dynamic Workplace strategy. We provide additional benefits & perks to assist our crew members in having a sustainable home workstation including monthly internet/mobile phone service reimbursement and furniture & equipment for your space.
You will receive excellent benefits that include but aren't limited to 100% employer-paid health/vision/dental premium, 401k with company contribution, equity, a wellness stipend program, and a learning & development reimbursement program. We recognize that everyone needs an occasional recharge, so we offer a flexible PTO policy for exempt TrueCar Crew along with a generous PTO accrual policy for non-exempt TrueCar Crew, in addition to 14 company-paid holidays and 2 floating holidays. In short, we care deeply about our crew members and build employee-centric programs that prove it.
At TrueCar, we believe in the power of diversity to build a deeper understanding of our consumers and partners and drive innovation in our products. We welcome a workforce that reflects all the diversity of car-buying consumers. We encourage everyone interested in our company mission to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that is protected by applicable law. We will consider qualified applicants with arrest and conviction records in accordance with applicable law. In addition, TrueCar will provide reasonable accommodations for qualified individuals with disabilities.
TrueCar does not accept unsolicited agency submissions.
If you are based in California, we encourage you to read this important information for California residents linked here.
#LI-Remote
Salary : $18 - $19
