Payment Support Representative
Headquartered in Boston, Massachusetts, CarGurus is the all-in-one platform that’s moving the entire car shopping journey online and guiding customers through each step. This includes everything from selling an old car to financing, purchasing, and delivering a new one. Today, millions of consumers visit cargurus.com each month, and more than 30,000 dealerships use our products. We have a people-first culture that fosters kindness, collaboration, and innovation, while empowering our Gurus with tools and resources to fuel their career growth. Our goal is to give all people—consumers, dealers, and our employees—the power to reach their destination.
Job Description
Role overview
As a Payment Support Representative, you’ll serve as a vital link between Finance and Dealer Account Management. In this role, you'll play a key role in preventing and reducing Dealer delinquency and service suspension. This role serves as a proactive touchpoint to prompt payment ensuring a positive customer experience.
What you'll do
- Make high-volume outbound calls to high-value and strategic customers whose accounts are nearing suspension (e.g. 1–29 days past due).
- Deliver simple messaging to notify customers of upcoming suspension and offer immediate resolution options.
- Execute payment processing and properly note intent and reasons for nonpayment when provided.
- Route complex inquiries or disputes to IC-level analysts via case creation or warm handoff.
- Act as the daily bridge between Finance and Dealer Account Management—flag payment risks and share call notes so reps aren’t blindsided.
- Record call outcomes in YayPay or CRM using defined templates or status codes.
- Daily Volume Expectations - 75+ outbound calls per day (based on average handle time of ~2–3 minutes).
- Clear your case queue inside SLA when supporting the broader Collections team.
What you'll bring
- 2 years of relevant experience in Collections, Customer Support, or Sales.
- Confident phone presence and positive tone.
- Excellent attention to detail.
- Resilient under repetitive tasks and occasional customer frustration.
- Able to follow scripts and escalate deviations without improvisation.
- Comfortable in a fast-paced, metrics-driven support environment.
Role overview
As a Payment Support Representative, you’ll serve as a vital link between Finance and Dealer Account Management. In this role, you'll play a key role in preventing and reducing Dealer delinquency and service suspension. This role serves as a proactive touchpoint to prompt payment ensuring a positive customer experience.
What you'll do
- Make high-volume outbound calls to high-value and strategic customers whose accounts are nearing suspension (e.g. 1–29 days past due).
- Deliver simple messaging to notify customers of upcoming suspension and offer immediate resolution options.
- Execute payment processing and properly note intent and reasons for nonpayment when provided.
- Route complex inquiries or disputes to IC-level analysts via case creation or warm handoff.
- Act as the daily bridge between Finance and Dealer Account Management—flag payment risks and share call notes so reps aren’t blindsided.
- Record call outcomes in YayPay or CRM using defined templates or status codes.
- Daily Volume Expectations - 75+ outbound calls per day (based on average handle time of ~2–3 minutes).
- Clear your case queue inside SLA when supporting the broader Collections team.
What you'll bring
- 2 years of relevant experience in Collections, Customer Support, or Sales.
- Confident phone presence and positive tone.
- Excellent attention to detail.
- Resilient under repetitive tasks and occasional customer frustration.
- Able to follow scripts and escalate deviations without improvisation.
- Comfortable in a fast-paced, metrics-driven support environment.
