Resolution Specialist - (Temporary - 6 Months)

CARFAX•London, ON

1d•$48,000 - $65,500•Hybrid

About The Position

Join Team CARFAX as a Resolution Specialist - (Temporary - 6 months). 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 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. As a Resolution Specialist, you will use your stellar research and analysis skills to support customers and improve the overall accuracy of CARFAX’s valued product, the CARFAX Report. Resolution Specialists assist customers from a centralized corporate center, serving more than 30,000 customers annually that are located throughout North America. As the Resolution Specialist, you serve as the customer’s primary point of contact with CARFAX and handle their case through to resolution. At CARFAX, we believe in the power of teamwork and value in-person interactions so that we can collaborate and thrive together. This position will require 3 days per week in our London,ON office subject to change with future business needs.

Requirements

Excellent listening skills, including the ability to understand the customer’s point of view and respond clearly and concisely.
Ability to understand complex issues and translate them into easily understood, clear messages for the customer.
Research and analytic experience preferred.
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 metric-oriented environment.
Proficiency in commonly used office technologies (e.g., MS Word, Excel, and Outlook).
3 – 5 years’ experience in a customer-facing, professional environment required, or some equivalent combination of experience and education, including military experience.

Nice To Haves

Salesforce.com experience a plus.

Responsibilities

Conduct internal and external research and analysis to ensure requested changes to the data can be supported and/or should be made.
Respond to customer inquiries related to their use of CARFAX products and services.
Communicate cordially and professionally with customers through all media (phone, email, chat, etc.).
Manage assigned cases through to resolution by providing comprehensive customer service and defusing potentially escalating situations.
Work with internal customers and external data providers to verify data, including all supporting documentation.
Determine accuracy of each issue submitted and assess trends in data quality.
Provide timely responses to all inquiries as determined by Team and individual goals.
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.
Provide process feedback to management on issue analysis and research methodology.
Educate customers on CARFAX products, services, and vehicle history information, promoting their importance and value.
Perform root cause analysis on complex issues.
Participate in the development of training materials, presentations, etc., and conduct Product Support training for others.
Function as a primary point of contact for certain customers, vendors, and agencies.
Act as a subject matter expert for the team.