Resolution Specialist
$48,000–$65,500 year
HybridLondon, Ontario, Canada
Job Summary
Conduct internal and external research and analysis to ensure requested changes to CARFAX data are supported or should be made. Respond to customer inquiries regarding product use and services through phone, email, and chat, communicating cordially and professionally while translating complex issues into clear messages. Manage assigned cases through to resolution by providing comprehensive customer service, defusing escalating situations, and verifying data with internal customers and external providers. Determine issue accuracy, assess data quality trends, and recommend product improvements based on empirical evidence. Accurately document and classify all communications, perform root cause analysis on complex issues, and provide process feedback to management. Educate customers on vehicle history information and promote the value of CARFAX products.
Required Qualifications
- 3 – 5 years' experience in a customer-facing, professional environment required
- some equivalent combination of experience and education, including military experience
Desired Qualifications
- Research and analytic experience preferred
- Salesforce.com experience a plus
- Sense of urgency and passionate about customer service and satisfaction
- Creative thinker who is inquisitive and insists on substantiated conclusions
- High level of proficiency in typing
- Highly organized and attentive to detail
- Ability to work independently and as part of a team
- Multitask in a fast-paced environment
- Comfortable working in a metric-oriented environment
- Proficiency in commonly used office technologies (e.g., MS Word, Excel, and Outlook)
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