Customer Experience Representative
1 month ago
About the Role
We are seeking a highly skilled Customer Experience Specialist to join our team at CARFAX. As a key member of our Quality Assurance group, you will play a critical role in ensuring that our customer service and sales teams deliver exceptional experiences to our customers.
Key Responsibilities
- Perform quality checks and audits of inbound and outbound calls and emails to ensure that quality standards are being met and approved upon
- Provide call quality feedback and reporting to customer service and sales management
- Monitor and measure 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
- Experience with MS Office, Dealer DMS, and online inventory sites a plus
- Exceptional communication and presentation skills
- Demonstrated strong work ethic
- Ability to prioritize and manage multiple tasks
- Excellent computer skills
- Ability to problem solve and be flexible in a changing environment
- Highly organized and attentive to detail
What We Offer
- Competitive compensation, benefits, and generous time-off policies
- 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
At CARFAX, we believe in the power of teamwork and value in-person interactions so that we can collaborate and thrive together. We are a dynamic and innovative company that is committed to delivering exceptional customer experiences.
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