Customer Resolution Expert

4 weeks ago

Regina, Saskatchewan, Canada CARFAX Full time

About the Role of Resolution Specialist

At CARFAX, we take pride in our commitment to accuracy and integrity. As a leading provider of vehicle history information, we are dedicated to helping consumers make informed decisions. Our team is our greatest asset, and we foster a culture that values work-life balance while engaging in meaningful projects in a dynamic environment.

As a Resolution Specialist, your exceptional research and analytical abilities will be pivotal in assisting customers and enhancing the reliability of CARFAX's flagship product, the CARFAX Report. You will serve as the primary liaison for customers, managing their inquiries and ensuring their concerns are addressed effectively.

Key Responsibilities:

  • Conduct thorough internal and external research to validate and support requested data modifications.
  • Provide timely responses to customer inquiries through various communication channels, maintaining a professional and courteous demeanor.
  • Oversee assigned cases to resolution, delivering comprehensive customer service and effectively managing challenging situations.
  • Collaborate with internal teams and external data providers to confirm data accuracy, utilizing all necessary documentation.
  • Inform customers about CARFAX products and services, emphasizing their significance and value.

Qualifications:

  • 3 to 5 years of experience in a customer-oriented professional setting or a relevant combination of experience and education.
  • Strong research and analytical skills with a keen attention to detail.
  • Excellent communication abilities, capable of understanding complex issues and conveying them in clear, concise terms.
  • Creative problem-solving skills with a focus on evidence-based decision-making.
  • A proactive approach to customer service, demonstrating urgency and dedication to client satisfaction.
  • Ability to thrive in a fast-paced environment with multiple priorities.
  • Experience in a metrics-driven role.
  • Capability to work independently as well as collaboratively within a team.
  • Proficiency in MS Word, Excel, Outlook, and CRM tools, with a preference for Salesforce.

Benefits:

  • Competitive salary and comprehensive benefits package.
  • Flexible summer work schedule and holiday breaks.
  • 401(k) matching program.
  • Annual performance bonus.
  • Innovative and casual work environment.
  • For a detailed overview of our benefits, please refer to our website.

Acknowledgments:

  • Recognized as one of Virginia's Best Places to Work.
  • Awarded as a Great Place to Work by Washingtonian.
  • Ranked among the Top Workplaces by the Washington Post.
  • Honored as one of St. Louis Post-Dispatch's Best Places to Work.

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