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 of 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 throughout their journey.
As consumers’ priorities and shopping habits shifted, so did we. We are building a modern-day marketplace and invite you to join the TrueCar Crew. You can have a real and direct impact on our journey as we continue to evolve and revolutionize the car-buying and selling experience.
The Opportunity:
The Escalations Specialist serves as a primary point of contact for both certified dealers and consumers, handling issue resolution with professionalism and objectivity. This investigative role requires strong communication skills, sound judgment, and a commitment to delivering a seamless support experience. Responsibilities include resolving complex inquiries, providing guidance, and collaborating with cross-functional teams to ensure consistent service. The position reports to the Director, Consumer & Dealer Experience.
This is an hourly position with scheduled working shifts between 8:00 a.m. and 8:00 p.m. CST, across a seven-day operational window. The role requires availability during these hours, with a typical schedule covering five days per week and occasional overtime, as needed. Note: We reserve the right to adjust hours to support business needs.
How you’ll drive TrueCar’s success:
Manage front-line communications with program dealers and consumers to resolve differences relating to pricing, lead delivery, invoicing, and other program requirements for TrueCar and its affinity partners.
Have the ability to read, interpret, and dissect contracts, understand state-to-state language related to contracts, and use basic math skills to calculate pricing discrepancies.
Ensure issues are researched, investigated, and resolved promptly, and that unresolved issues are escalated to the appropriate team lead, manager, or specified contacts.
Document call and email activity in our Salesforce CRM as required, and maintain accurate records of all dealer interactions and support tickets using our Salesforce CRM and Jira tools.
Receive and process consumer privacy requests.
Effectively manage and resolve Buyer’s Bonus escalations and invoicing.
Provide backup support for our TrueCar military program and all other priority queues.
Resolve user challenges by identifying the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and conducting follow-up to ensure resolution.
Service our omnichannel approach to supporting our dealership customers' needs, while maintaining positive relationships with our network of certified dealers via email and phone queues.
Develop a deep understanding of our products and services to effectively assist dealers with support inquiries and troubleshooting.
Assist new dealer points-of-contact, providing them guidance with any systems and/or tools to help optimize their experience.
Gather and document feedback from dealers regarding product experiences and overall product satisfaction.
Collaborate with external teams, such as Tech Ops, Onboarding, and InsideAccount Managers etc., to ensure a seamless and coordinated approach to supporting our dealer network.
Liaise directly with dealers and consumers and assist in successfully facilitating issue resolution.
Thoroughly investigate consumer issues and make recommendations for appropriate resolutions.
Identify patterns of behavior from dealer partners and proactively suggest next steps for improvement.
Own the complaint process, end-to-end, while documenting all aspects of consumer and dealer communications.
Collaborate with field personnel, providing ongoing guidance and training related to partner contracts, expectations, and complaint management.
Proactively manage social media, including reading and interpreting comments and feedback from Twitter/Facebook and other platforms to respond to customer concerns or complaints.
Work in collaboration with Marketing and other departments to draft appropriate responses
Review and respond to Better Business Bureau complaints, providing detailed analysis, problem resolution and clear communication of outcomes per procedure.
Ensure dealer partners are aware of company policies and contractual terms and escalate issues of non-compliance, as necessary.
Maintain required Quality Assurance and C-Sat scores, and meet or exceed all program and agent KPI goals.
Assist with special projects, as needed.
Your Expertise:
- Proven customer service or account management experience, including handling of client requests and conflict resolution
Ability to engage in problem-solving activities routinely and autonomously to resolve issues
Experience with Customer Relationship Management (CRM) platforms, such as Salesforce, and ticketing systems such as Jira
Proficient with Microsoft Office products, including Excel, daily
Ability to multitask efficiently and work within assigned scheduling requirements, which may include extended hours and/or weekend availability
- Exceptional communication skills, both written and oral
Ability to empathize with others
Automotive sales or automotive retail experience preferred
Ability to work a set schedule that includes holidays and weekends
Hourly pay rate: $22.00 - $23.00
Your TrueCar Experience
At TrueCar, we champion remote work because we know great work can happen anywhere. This flexibility allows our TrueCar Crew to live and work from anywhere in the U.S. (with some role-based exceptions). To support our remote team, we provide a home office setup that suits their needs and offer monthly reimbursements for phone and internet connectivity.
You will receive excellent benefits that include, but are not limited to, 100% employer-paid health, vision, and dental premiums; a 401(k) plan with company contributions; equity; a wellness reimbursement account; and learning & development reimbursement opportunities. We also understand the importance of recharging, so we offer flexible PTO for exempt TrueCar Crew Members and a generous PTO accrual policy for non-exempt TrueCar Crew Members, in addition to 14 company-paid holidays and 2 floating holidays. In short, we care deeply about our Crew Members and have designed employee-centric programs that reflect this.
At TrueCar, we believe in the power of diversity to create a deeper understanding of our consumers and partners, driving innovation in our products. We welcome a workforce that reflects the diversity of car-buying consumers and encourage everyone interested in our mission to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other characteristic protected by applicable law. We will consider qualified applicants with arrest and conviction records in accordance with applicable law. Additionally, 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.
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TrueCar Santa Monica, California, USA Office
Santa Monica, CA, United States
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