Customer Experience Specialist
1 month ago
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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