Customer Experience Specialist

 

Working Here
At CARFAX Canada, we’re more than just obsessed with cars. We’re obsessed with data and using it to help millions of Canadians buy, sell and maintain cars - but you can learn that on our website. Let’s talk about the sweet perks you’ll get when working here (i.e. what you actually want to know): Some days you’ll be taking in-house leadership training courses, other days you’ll be eating a catered lunch with your teammates. Grab a seat in the state-of-the-art office at 100 Kellogg Lane and collaborate the day away. What’s that, it’s the summer? Well, the 4-day work weeks have kicked in; enjoy those extra paid days off! Why not use one of your paid volunteer days to give back to your community? What else can we list? Competitive wages, amazing benefits like a wellness spending fund, a company-matched pension program, monthly “work from anywhere” days, yearly performance-based bonuses, health and wellness programs, a literal award-winning culture, parental leave top-ups and all kinds of social events. To top all of this off, every day you get to choose how you get to do meaningful work with incredible people. So, looks like we’re obsessed with a few things here – data and our people!

Job Details
The Customer Experience Specialist provides ongoing support to our customers throughout their experience of buying and selling a used vehicle. This individual provides support, via phone and email, by helping customers to complete orders, answering product questions, assisting with troubleshooting requests and providing additional resources so our customers can make informed decisions about used vehicles. The Customer Experience Specialist will collaborate with other departments to enhance products, communicate the voice of the customer, and always deliver an excellent CARFAX experience.

** Please note that candidates applying for this position will need to be flexible to work the following weekday shifts: 9-5, 10-6, 12-8. The details of shift timing will be discussed during interview stages.**  Position Responsibilities  

• Provides support to customer inquiries related to products and services.  
• Achieves turnaround time to resolve customer queries via several communication modes. 
• Supports ordering process and consumer refund requests.  
• Conducts regular account maintenance in customer relationship management system to ensure accuracy of customer information. 
• 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.  
• Track and observe feedback / response from customers, document and flag any problematic initiatives and communicate to internal stakeholders.  

Education and Experience Required:  

• 2+ years in a customer service role, with phone-based customer support experience an asset
• Demonstrated previous retail/customer service experience is an asset.
• Articulate and able to translate complex information both verbally and in writing
• Ability to prioritize work in a fast-paced environment
• Experience in the automotive field is considered an asset
• Bilingual French/English considered an asset
• Post-Secondary degree in a related field is an asset

Equal Opportunity Employer
CARFAX Canada is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.   

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/careers. 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.   

About Us
CARFAX’s mission is to help millions of people shop, buy, service and 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 in London, Ontario supports Canadian and U.S. markets, drawing on billions of data records from thousands of sources, enabling used vehicle buyers and sellers to make informed decisions. CARFAX is consistently recognized as a top employer and business. CARFAX is a part of S&P Global (NYSE: SPGI). Find out more at www.carfax.ca and connect with CARFAX on Instagram, Facebook and LinkedIn.