About this role
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 Client Care Advisor serves as a primary subject matter expert for AutoAlert’s full suite of products, using independent judgment to analyze, diagnose, and resolve customer technical issues across multiple support channels. This role provides exceptional technical support to both internal and external customers through inbound phone calls, emails, and chats. The Client Care Advisor is responsible for promptly reviewing and triaging customer inquiries, accurately documenting customer interactions and resolutions, and delivering one-call resolution whenever possible. They leverage their comprehensive product knowledge to guide customers through current issues, provide clear instruction on next steps, and direct customers to relevant training and instructional resources to enhance their understanding and effective use of AutoAlert products. The Client Care Advisor is expected to deliver a world-class customer experience through strong technical expertise, effective communication, sound problem-solving, and a commitment to customer success. When an issue cannot be resolved at the Tier 1 level, the advisor appropriately documents and escalates the issue in accordance with established Client Care standards and procedures. Essential Functions of the Position ● Respond to inbound customer inquiries across multiple channels, including phone, email, and chat ● Review and perform initial triage of inbound support tickets within two hours of submission ● Create accurate, comprehensive Salesforce tickets documenting customer inquiries, communications, and relevant details ● Resolve customer inquiries through One-Call Resolution whenever possible, or appropriately escalate issues in accordance with Client Care standards and established documentation procedures ● Apply product knowledge and independent technical judgment to assess, triage, and resolve customer issues across phone, email, and chat channels ● Independently analyze and diagnose inbound technical issues, determining root cause and selecting the appropriate resolution strategy without supervisory direction ● Maintain accurate case documentation in Salesforce, exercising judgment about the level of detail and follow-up actions required to protect customer relationships and inform cross-functional stakeholders ● Exercise independent judgment to determine when customer issues warrant escalation, owning the escalation decision and gathering required information to escalate to the appropriate team, while maintaining open lines of communication with the customer throughout the escalation process ● Serve as a trusted advisor to dealership clients, applying knowledge of client business operations to tailor technical guidance and training recommendations that optimize their use of AutoAlert’s platform ● Contribute independently to cross-functional improvement projects; other duties as assigned 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 ● 3+ years of experience in a technical support, SaaS, or client-facing technology role requiring independent problem-solving and decision-making ● Proficiency in Salesforce ● Competency with computer applications and programs ● Strong business acumen and communication skills (written and verbal) ● Demonstrated ability to manage complex client relationships with autonomy and sound judgment ● Proven track record of identifying systemic issues and independently proposing solutions that improve operational outcomes ● Detail oriented; high standards of confidentiality and data integrity ● Presentation or training experience a plus ● Bachelor’s degree required, or equivalent combination of education and demonstrated technical expertise ● Automotive industry experience preferred Supervisor Responsibilities This position has no direct supervisor responsibilities but works with other team members inside and outside of the department. 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!