Customer Experience Specialist

About Us

CARFAX’s mission is to help millions of people shop, buy, own or sell used cars with more confidence. As a leader in vehicle history and valuation, CARFAX provides impartial and comprehensive information for consumers and the automotive industry. CARFAX‘s Canadian headquarters supports North American product development, drawing on billions of data records from thousands of sources, CARFAX products enable used vehicle buyers and sellers to make informed decisions.  CARFAX is consistently recognized as a top employer and business. CARFAX is a part of IHS Markit, (NYSE: INFO), a world leader in critical information, analytics and solutions. Find out more at www.carfax.ca and connect with CARFAX on Instagram, Facebook and LinkedIn.

Working Here

At CARFAX Canada, you’re not just another employee. You’re a critical contributor to the big picture and rely on data when making important decisions. You have a future mindset and are motivated to grow with us. You have a thirst for learning new things and building your skillset. You dream big and chart your own career path. You don’t settle for what’s quick and easy because you value quality. You know that the best teams are built on trust, so you use your voice to collaborate and create real change. You believe in taking the time to celebrate wins and have fun. You know leading a balanced lifestyle in a supportive work environment is important. You’re not just another employee. You are a CARFAX Canadian!

Job Details

As a member of the Customer Experience team, reporting to the Customer Experience Manager, you will be responsible for supporting customers with dynamic customer advocate skills including active listening, open-ended questioning and rapport building strategies.  You’re a problem solver with a keen eye for detail, resourceful and solutions oriented.
 

Position Responsibilities

As a Customer Experience Specialist  you’re accountable for interacting with customers through various forms of communication to respond to inquiries related to our products and services.  This position works closely with other Customer Experience team members to prioritize and resolve customer inquiries and occasionally collaborates across the business to collect and utilize information and feedback.

• Provides support to customer inquires related to products and services.
• Achieves turnaround time to resolve customer queries via several communication modes.
• Supports ordering process and consumer refund requests using various payment platforms.
• Conducts regular account maintenance in customer relationship management system to ensure accuracy of customer information.
• Tier 1 Technical Support: identifies discrepancies in products and services .
• Investigates and collects information for additional troubleshooting and resolution where required.
• Gathers relevant information to assess and initiate a data investigation for the customer.
• Triage and prioritize customer tickets and filter and/or assign to other functions where appropriate.
• Tracks and observes feedback / response from customers, document and flag any problematic initiatives and communicate to internal stakeholders.

Note: Note: The above is not intended to be all inclusive of the role and can vary depending on business priorities. Please note that the working hours are: 

• 4-6 weeks of training : Monday to Friday from 9:00 AM until 5:00 PM
• After Training: Tuesday to Saturday from 9:00 AM until 5:00 PM / Monday to Friday from 10:00 AM until 6:00 PM

Education and Experience Required:

• 2+ years in a customer service role with phone based customer support experience an asset
• Previous retail/customer service practiced and applied customer service and interaction skills
• Articulate and able to translate complex information both verbally and in writing
• Ability to prioritize in a fast-paced environment
• Detail-oriented and experience solving unique situations, thinking outside the box.
• Continuous learner with ability to pivot and adopt emerging trends and customer service methodologies
• Thrives in a team based collaborative workplace
• Experience in the automotive field is considered an asset
• Bilingual French/English considered an asset
• Post-Secondary degree is an asset- related to business, customer service, communications, or a related field

CARFAX Canada is headquartered in London, Ontario. We’re proud to offer a flexible work-from-home schedule, competitive pay, benefits and bonuses, RRSP matching, primary/non-primary caregiver leave top-up, health and wellness initiatives and social events. Offers of employment may be conditional upon providing evidence of COVID-19 full vaccination. We’re committed to providing accommodations by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email hr@carfax.ca.

If you are interested in applying for this position, please visit our website. https://www.carfax.ca/about-carfax/work-at-carfax. Applications will be accepted until a suitable candidate is hired.

We thank all applicants for their interest; however only those selected for an interview will be contacted.

Not exactly the position you were looking for, but still want to join our awesome team?  Visit our careers page to learn more about us and to see our other job openings!