Retail Sales Specialist

Who we are

At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we’re the largest and fastest-growing automotive marketplace, and we’ve been profitable for over 15 years.

What we do

The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. But they're not the only ones who love CarGurus—our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride!

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

Working at CarGurus

We reward our Gurus’ curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage, and more help our people create space for what matters most in their personal and p