OEM Client Care Advisor

Who is Pure Cars?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. Pure Cars provides everything dealers need to attract and convert more customers with tech-driven solutions, unmatched data capabilities, and direct access to support.

Who is Pure Cars?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. Pure Cars 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 Client Care Advisor serves as a primary subject matter expert for Auto Alert’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 Auto Alert 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.

• 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 elevate 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 elevate to the appropriate team, while…