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:
TrueCar seeks a relentless, detail-oriented, organized Order Management Support Specialist to join our Operations team. Reporting to the Manager, Partner Resolution Support & Order Management, the Order Management Support Specialist will be responsible for efficiently owning and managing the end-to-end lifecycle of assigned orders, interfacing with/supporting consumers, dealers, and third-party vendors, and ensuring accuracy and attention to detail while providing best-in-class customer service. In this role, you will play a key role in the success of our omnichannel digital retailing experience, collaborating with various departments and third-party vendors to streamline operations and enhance the customer experience.
This role is an hourly position with working shifts scheduled between 9:00 am and 10:00 pm CST, seven days a week. This role requires availability for these hours with occasional overtime requirements. Note: We reserve the right to adjust hours to support business needs.
How you will contribute to TrueCar’s success:
- Receive and process all customer transactions accurately and promptly, ensuring action within specified SLAs.
- Inspect and verify order details, pricing, and customer/dealer information to ensure accuracy.
- Being mindful of the consumer and dealer experience, and documenting experience and feedback that indicates a gap in process or perception.
- Collaborate with all applicable internal and third-party teams to ensure swift problem resolution.
- Proactively communicate via phone and email with consumers, dealers, and third-party vendors regarding order status, changes, or issues, and manage expectations to ensure satisfaction.
- Provide exceptional customer service by addressing inquiries and resolving order-related issues.
- Actively participate in outbound call campaigns as needed to push orders through the order pipeline.
- Accurately and securely handle consumer personally identifiable information (PII), as needed.
- Maintain accurate records of orders, shipments, and customer and dealer interactions
- Generate reports to track order status, escalations, and performance metrics.
- Identify opportunities for process improvement and implement changes to enhance efficiency.
- Track and/or update training and FAQ materials with new or edited process information, ensuring team training documents are exhaustive and always current.
- Collaborate with cross-functional teams to optimize order management workflows.
- Participate/support Order Management team reporting by collecting data, assisting in the creation of graphs and charts, and providing basic commentary as needed.
- Consistently produce work that meets and or exceeds the team’s quality and KPI requirements.
Your Expertise:
- Demonstrable success in customer service, including handling of client requests and conflict resolution.
- Proven experience in consumer support, ecommerce, order management, or a similar fulfillment-related role.
- Exceptional organizational skills with the ability to prioritize tasks and adapt to changes while working in a fast-paced environment.
- Excellent verbal and written communication skills with the ability to listen for understanding and collaborate with others at various levels.
- Spirit of excellence regarding work product with a commitment to accuracy.
- An analytical and creative approach to problem-solving and a desire for continuous process improvement.
- Proficiency in Microsoft Office Suite, Salesforce, and order management systems is preferred.
- Ability to effectively work with multiple systems and tools at the same time while speaking with a consumer or dealer.
- Ability to handle multiple tasks and competing priorities.
- Ability to learn in a remote setting.
Hourly Pay Rate: $22.50 - $24.50
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 premiums, 401 (k) 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 the diversity of car-buying consumers. We encourage everyone interested in our company's 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.
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What We Do
Founded in 2005, TrueCar has built a trusted brand and a strong reputation for providing consumers with useful tools, research, market context, and pricing transparency as they embark on their car-buying journey. The Company is bringing more of the purchasing process online by enabling consumers to find a new or used vehicle that is right for them, apply for financing, and sell or trade in their current vehicle. We partner with our Certified Dealers to help millions of consumers find the right new or used vehicle that meets their needs, delivering a great consumer experience that is personalized and efficient. Our people are our strength. We care deeply about our culture and creating an inclusive, casual, and fun workplace that is completely remote. We work collaboratively, across departments, fostering an environment where there’s open communication and recognition of hard work. TrueCar isn’t simply a place to have a job. It’s a company where you can grow your career and have a fulfilling, flexible role. We value the entrepreneurial spirit and encourage the TrueCar Crew to take ownership of both their projects and their careers. We’ve created a comprehensive benefits package that recognizes and rewards our TrueCar Crew's passion and effort. In addition to competitive compensation and 401(k) matching, we also offer personalized benefits including home office connectivity allowances, community impact days and matching donation program, a generous equity package for eligible positions, wellness reimbursements, and, because everyone needs an occasional recharge, an excellent PTO policy and 14 paid holidays.
