Resolution Specialist

by Carfax U.S

Position Type: Temporary
Location: London, ON
Date Posted: Jul 12, 2022
Carfax U.S

Job Description

Resolution Specialist


When was the last time you bragged about where you work? At CARFAX, we do it every day!

Why? Because we’re proud to work for a company with a strong mission and trusted brand. We’re proud to work with people who care about what they do and work hard every day to deliver their best.

And just announced, the return of the 4-day work week from Memorial Day through Labor Day! We’ve created the type of company culture where the term, “work- hard play- hard” isn’t just a catchy saying, it’s part of the #CARFAXdifference! Even today, while working remotely temporarily due to COVID-19, our culture is strong, and our team is connected!

Offers of employment may be conditional upon providing evidence of COVID-19 full vaccination.

Resolution Specialist Role Summary

Perform research, analysis, and facilitate the timely resolution of customer submitted issues regarding use of and information displayed through CARFAX products, including, but not limited to, the Vehicle History Report. Additional product support responsibilities may be required.

This role is a full time, temporary position, with the potential to be hired into a permanent role.

Core 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.)
  • 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
  • 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 any and 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
Additional Responsibilities May Include
  • 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
  • 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 metrics oriented environment
  • Proficiency in commonly used office technologies (e.g., MS Word, Excel and Outlook)
  • experience a plus
  • 3 – 5 years’ experience in a customer-facing, professional environment required, or some equivalent combination of experience and education, including military experience

CARFAX, a unit of IHS Markit (NYSE: INFO), helps millions of people every day confidently shop, buy, own and sell used cars with innovative solutions powered by CARFAX vehicle history information. The expert in vehicle history since 1984, CARFAX provides exclusive services like CARFAX Used Car Listings, myCARFAX, CARFAX History-Based Value and the flagship CARFAX Vehicle History Report. CARFAX is a nationally recognized top workplace by The Washington Post and Based in London, IHS Markit is a world leader in critical information, analytics and solutions.

CARFAX is an Affirmative Action/Equal Opportunity Employer. It is the policy of CARFAX to provide equal employment opportunity to all persons regardless of race, color, sex, pregnancy, religion, national origin, age, ancestry, citizenship status, veteran status, military status, disability or handicap, sexual orientation, genetic information or any other status protected by federal, state or local law. In addition, CARFAX will provide reasonable accommodations for qualified individuals with disabilities. We maintain a drug-free workplace. We are a participant in E-Verify.

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