Consumer Affairs Analyst

CARFAX•Centreville, VA

2d•Onsite

About The Position

Join Team CARFAX as a Consumer Affairs Analyst! At CARFAX, we pride ourselves on being mission-focused on helping to grow a brand built on accuracy and integrity. We care deeply about our products and our customers. We’re more than just a company: We help millions of consumers make more-informed decisions every day. We know that our teammates are our most valuable asset, and we value a balanced life while tackling challenging projects in a fast-paced environment.

Requirements

2-3 years’ experience in a customer-facing, professional environment required, or some equivalent combination of experience and education, including military experience
Excellent communication skills, including the ability to listen, write concisely and summarize events
Sense of urgency and passionate about customer service and satisfaction
Creative thinker who is inquisitive and insists on substantiated conclusions
High level of proficiency in typing
Highly organized and attentive to detail
Ability to work independently and as part of a team
Multitask in a fast-paced environment
Comfortable working in a metrics-oriented environment
Proficiency in commonly used office technologies (e.g., MS Word, Excel and Outlook)

Nice To Haves

Research and analytic experience preferred
Salesforce.com experience a plus

Responsibilities

Provide timely support to customers requesting assistance related to their use of CARFAX products and services
Communicate effectively and professionally with customers through all media (phone, email, chat, social media, etc.), translating complex information into easily understood language, as appropriate
Defuse potentially volatile situations and bring the discussion to focus on resolution
Work with internal customers and external data providers to verify data, including supporting documentation
Accurately document and classify all communication with customers
Recommend product improvements based on empirical data
Leverage all available resources to research and resolve customer issues