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Position Overview
Become a Key Player as a Customer Support Specialist
The Customer Support Specialist plays a vital role in delivering exceptional service to CARFAX's dealership clientele across the nation, embodying a proactive approach to problem-solving. CARFAX's Customer Care Contact Center operates as a centralized hub for both inbound and outbound communications, catering to over 30,000 customers throughout North America. In this role, you will serve as the primary point of contact for our esteemed customers. At CARFAX, we emphasize the importance of collaboration and in-person engagement to foster a thriving work environment. This position necessitates in-office attendance three days a week, adaptable to future business requirements. Key Responsibilities: Address phone inquiries and emails from dealership clients concerning CARFAX offerings Evaluate and understand customer needs to ensure optimal satisfaction and resolve issues in a single interaction Meticulously record actions taken on customer accounts utilizing CARFAX's Customer Relationship Management (CRM) system (Salesforce). Deliver initial technical assistance to our clients Collaborate effectively within the team and across departments at CARFAX to achieve successful issue resolution Qualifications: High school diploma or equivalent Minimum of 2 years' relevant experience in a call center setting Proficient in multitasking and swiftly navigating various computer systems while engaging with customers and achieving performance targets Outstanding written and verbal communication abilities Strong organizational and time management skills A collaborative, solution-focused mindset Familiarity with Five 9 and Salesforce is advantageous Benefits: Competitive salary, comprehensive benefits, and generous leave policies Four-day summer work weeks and a winter holiday break 401(k) / DCPP matching contributions Annual performance bonus Casual, pet-friendly, and innovative workspaces Recognitions: 10-time Virginia Business Best Places to Work 9-time Washingtonian Great Places to Work 10-time Washington Post Top Workplace 3-time St. Louis Post-Dispatch Best Places to Work