Co-op Specialist

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.

About the Role:

The Co-op specialist provides co-op consultation, claim, and reimbursement support for the Sales Teams and Dealer customers. World-class service is demonstrated via phone and email contact to dealer customers receiving co-op assistance on a monthly basis. This role works cross-functionally to handle their daily request to assist in market growth and retention.

Responsibilities include:

• Provide new and existing Cars.com dealership accounts with ongoing co-op consultation, and direction for success with the dealer’s co-op advertising funds
• Provide new and existing Cars.com dealership accounts receiving co-op assistance filing on behalf of or the required monthly documentation for co-op advertising claims (prepare invoices, screenshots, and reporting as appropriate)
• Work closely with Cars.com Sales Teams to answer co-op inquiries and provide for any and all co-op related requests
• Ensure all customer-facing interactions are resolved in a prompt, professional, and personable manner, meeting Cars.com’s World Class Service objectives and established Operations OKRs
• Anticipate co-op related problems based on manufacturer guidelines and dealer participation
• Work with internal teams and outside manufacturer co-op agencies to stay abreast of all current trends and legal changes in the industry of co-op
• Research and understand each manufacturer’s process of auditing and crediting co-op funds
• Provide assistance and guidance to Sales Representatives within the organization on the most effective use of co-op funds, verify that all advertising meets co-op guidelines, and manage claim denials by escalating to the co-op agencies and ensuring all issues are resolved in a timely manner
• Maintain detailed documentation and track all customer inquiries and interactions through our Salesforce queue
• Troubleshoot and handle technical requests by working with the Sales and Onboarding teams, Third Party companies, and external customers directly when necessary
• Perform other related duties to further the success of the Co-op Department and Cars.com, such as participating in various side projects, pilot groups, or department initiatives
• Display an innovative approach to consultation and support by staying ahead of the industry and competitive trends

Required Skills:

• Extremely detail-oriented approach and excellent organizational skills
• Excellent verbal and written communication skills with proven phone and email support experience
• Customer-focused with the ability to work with non-technical customers
• Exceptional time management skills with the ability to handle multiple tasks simultaneously
• Demonstrate technical aptitude with troubleshooting experience covering the Chrome and Firefox browsers and additional Internet and email applications
• Highly self-motivated and an efficient individual displaying a willingness to think outside of the box
• Must possess a desire to learn new systems and processes
• Strong orientation to customer service
  • Listening skills
  • Professional phone demeanor
  • Proficient and accurate written communication
  • Ability to work cooperatively with other staff and departments
  • Capability to overcome objections

Required Experience:

• College degree
• Minimum 3 years of relevant work experience
• Experience with Chrome and Firefox browsers
• Proficient in Google Suite and Microsoft Office Suite
• Comfortable with basic math skills and working with spreadsheets
• Entry-Mid level Customer Service experience preferred

In the spirit of pay transparency, we are excited to share the base salary range for this position which is not inclusive of bonuses, benefits or other forms of compensation that the position may be eligible for. If you are hired at Cars Commerce, your final base salary compensation will be determined based on factors such as skills and/or experience. If the salary range is close to what you're seeking, then we encourage you to apply and learn more about the total compensation package for this position.

Our Comprehensive Benefits Package includes:

• Medical, Dental & Vision Healthcare Plans
• 401(k) with Company Match + Immediate Vesting
• New Hire Stipend for Home Office Set-Up
• Employee Stock Purchase Program
• 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: Click here to review our California Privacy Policy for Applicants. For current employees, please click here to review our California Privacy Policy for Employees.