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Retail Sales Specialist

2 months ago

Cambridge, United States CarGurus Full time

Role overview As a core member of the Digital Retail team, the

Retail Sales Specialist

will be responsible for engaging with customers, providing comprehensive information on financing and protection options, and facilitating vehicle sales. This role demands a proactive approach in making daily outbound calls to leads, handling inbound inquiries, and ensuring a seamless contracting phase. This person will also gather and report feedback to supporting groups such as product and partnerships. They will also work with the concierge team while facilitating the sales process. What you'll do Proactively make outbound calls to warm leads who have applied for a vehicle with one of our dealer partners Handle inbound calls from customers seeking to make a vehicle purchase. Effectively manage assigned cases and tasks that move customer orders forward Review and verify the accuracy of customer documents, detecting any potential fraud Learn, understand, and effectively communicate the sales process to potential customers Educate customers on auto finance and loan terminology Explain the benefits of Gap and Vehicle protection plans to customers Sell vehicles, finance terms, and ancillary products to potential customers including to a subprime customer segment Assist customers through the contracting phase of their purchase Work with customers to resolve any complaints and/or dissatisfactions What you'll bring In-depth understanding of the automotive sales process and automotive CRMs (or Salesforce) Basic knowledge of DMV requirements and vehicle titling Understanding of protection products and their benefits Proficiency in finance and loan terminology Basic knowledge of the automotive lending space Ability to build rapport with customers and effectively sell products Basic understanding of loan underwriting Comfortable handling objections and assist customers with “heat” cases Strong attention to detail, particularly when reviewing documents for accuracy and potential fraud Ability to operate with a high level of autonomy and thrive in ambiguity, all while maintaining an ownership mentality Great organizational & problem-solving abilities Experience to work cross-functionally and reconcile direction from multiple stakeholders Able to adapt to change within a constantly evolving business environment

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