Each day, the Operations team at Cars.com handles hundreds of inbound requests from both our dealer-partners and in-market digital media consultants while also overseeing the technical integration of Cars.com site features. From updating phone numbers to refreshing inventory feeds, the frontline group makes it their job to not only ensure that dealership information is up-to-date and technical issues are resolved, but to provide valuable insights and advice to support to our partners. With a unified effort, the team strives to raise the bar with every customer interaction.
In recognition of their dedication to providing outstanding customer service, which includes a 93 percent customer satisfaction phone score and an average email response time of less than four hours – well above contact center standards – the Operations team has received a host of new awards this year.
Beginning in March with certification as a “Center of Excellence” by BenchmarkPortal and round of Stevie Award nominations, the team started the year off strong by establishing best-in-class customer service standards. Building upon that success, the team was then recognized as the “Best Small-to-Medium-sized Contact Center” by The International Customer Management Institute this May – a result of their focus on processes and related metrics.
“Everything boils down to our commitment to our customers, and that’s reflected in our investment in our metrics, said Josh Chapman, vice president of operations for Cars.com. “We’re able to proactively measure our customers’ satisfaction and tailor our processes to best meet their need.”
As our Operation’s team continues to enhance the level of service it provides to our dealer-partners, it’s a reminder that there’s always room to improve customer service at your dealership, both in the experience you provide in-store and the brand image you present online. And with a dedicated team to help make sure your dealership is in tip-top shape on Cars.com, there’s never been a better time to reassess the way your store connects with car shoppers.
Do you have a favorite Cars.com customer care rep or account manager? Give them a shout out in the comments section below or send a note to firstname.lastname@example.org!