OEM Client Care Advisor 1

Who is PureCars?

As the industry leader in automotive marketing, we're trusted by the best dealers in North America. From innovative solutions to support from trusted experts, making marketing easier is our job. PureCars provides everything dealers need to attract and convert more customers with tech-driven solutions, unmatched data capabilities, and direct access to support.

We are a certified digital provider for 20+ OEM programs and compliant with over 40 brands. We also serve 65 of the top 100 dealer groups in North America. We are proud to partner with leading organizations such as Google, Meta, Amazon, Spotify, Disney+, Microsoft, Oracle, and others to offer the widest range of advertising channels to our dealership clients.

We are focused on investing in world-class talent and technology in order to help our partners dominate their markets in new and innovative ways.

The Role: 

The Tier 1 Technical Support is responsible for servicing our AutoAlert customers through incoming calls, emails, and chats. They are expected to deliver one-call resolution while guiding our customers to additional training and instructional material to support current steps or next steps in their understanding of our suite of products. The Tier 1 Technical Support is expected to be the Subject Matter Expert in all functionalities of our products, supporting both internal and external customers, while demonstrating the desire to provide world-class user experience.

Essential Functions of the Position :

• Handle inbound customer inquiries from numerous sources, including 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

You are a team player with strong problem-solving skills and an innovative mindset. You will be a part of a creative, diverse, collaborative team of hardworking individuals to increase brand favorability, customer engagement and advocacy, and revenue growth.

Your Experience and Impact: 

• 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

Across all teams, we look for the following Values:

• Be a Role Model

• Be Passionate About our Partners’ Success

• Own Working Together

• Deliver Results

PureCars is committed to building diverse teams and upholding an equal employment workplace that is free from discrimination. We hire amazing individuals regardless of their race, color, ancestry, religion, sex, gender identity, national origin, sexual orientation, age, citizenship, marital status, pregnancy, medical conditions, genetic information, disability, or Veteran status. Just be passionate, genuine, collaborative, data-driven, and entrepreneurial at heart!