Customer Experience Specialist

1 month ago


London, Ontario, Canada CARFAX Full time

Description

The CARFAX Quality Assurance team is seeking a Customer Experience Specialist to join their ranks. This role is responsible for ensuring high-quality customer interactions across various areas of the business, driving revenue and retention.

Key Responsibilities:

  • Conduct quality checks and audits of inbound and outbound calls and emails to ensure adherence to quality standards.
  • Provide call quality feedback and reporting to customer service and sales management teams.
  • Monitor and analyze call quality trends and issues to identify opportunities for improvement.
  • Collaborate with CARFAX management to identify and recommend areas for training.
  • Participate in continuous quality improvement initiatives.
  • Serve as a resource to CARFAX regarding quality concerns.

Requirements:

  • 2+ years of call center experience required.
  • Prior experience with sales quality assurance preferred.
  • Exceptional communication and presentation skills.
  • Demonstrated strong work ethic.
  • Ability to prioritize and manage multiple tasks.
  • Excellent computer skills, including MS Office and Dealer DMS.
  • Ability to problem solve and be flexible in a changing environment.
  • Highly organized and attentive to detail.

What We Offer:

  • Competitive compensation and benefits package.
  • 4-Day summer work weeks and a winter holiday break.
  • 401(k) / DCPP matching.
  • Annual bonus program.
  • Casual, dog-friendly, and innovative office spaces.

About CARFAX:

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


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