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Customer Support Specialist

3 months ago

London Ontario KZ, Middlesex, Canada CARFAX Full time

Join our Winning Team as a Customer Support Specialist

Isn't it time you bragged about where you work? At CARFAX, we do, every day. 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.

The Customer Support Specialist is empowered to provide excellent customer service to CARFAX’s dealership customers nationwide with a “get-it-done” mentality CARFAX's Customer Care Contact Center is a centralized corporate Inbound and Outbound center serving over 30,000 customers throughout North America. As a Customer Support Specialist, you are the first telephone contact for our valued customers.

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 in the office per week, subject to change with future business needs.

What you'll be doing:

  1. Respond to phone calls and emails from dealership customers regarding CARFAX products and services.
  2. Identify and assess the needs of our customers to provide maximum satisfaction and one call resolution.
  3. Accurately document activities performed on customers’ accounts using CARFAX’s Customer Relationship Management (CRM) application (Salesforce).
  4. Provide first line technical support for our customers.
  5. Work cross-functionally within the team and with departments throughout CARFAX for successful resolution of issues.

What we're looking for:

  1. High school diploma.
  2. 2+ years’ hands-on experience in a call center environment.
  3. Ability to multi-task and navigate between multiple computer systems quickly and accurately while maintaining a dialogue with customers and meeting performance expectations.
  4. Excellent written and verbal communication skills.
  5. Strong time management skills.
  6. A solution-oriented, team player attitude.
  7. Five 9 and Salesforce experience preferred.

What’s in it for you:

  1. Competitive compensation, benefits and generous time-off policies.
  2. 4-Day summer work weeks and a winter holiday break.
  3. 401(k) / DCPP matching.
  4. Annual bonus program.
  5. Casual, dog-friendly, and innovative office spaces.

Don’t just take our word for it:

  1. 10X Virginia Business Best Places to Work.
  2. 9X Washingtonian Great Places to Work.
  3. 10X Washington Post Top Workplace.
  4. 3X St. Louis Post-Dispatch Best Places to Work.
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