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Customer Support Specialist

United States, Virginia, Centreville
July 02, 2022

Join our Winning Team as a Customer Support Specialist

When was the last time you bragged about where you work? At CARFAX, we do it every day. Why? Because we're proud to work for a company with a strong mission and trusted brand. We're proud to work with people who care about what they do and work hard every day to deliver their best. And just announced, the return of the 4-day work week from Memorial Day through Labor Day! We've created the type of company culture where the term, "work- hard play- hard" isn't just a catchy saying, it's part of the #CARFAXdifference!

The Customer Support Specialist is empowered to provide excellent customer service to CARFAX's dealership customers nationwide with a "get-it-done" mentality! CARFAX's Customer Care Contact Center is a centralized corporate Inbound and Outbound center serving over 30,000 customers throughout North America. As a Customer Support Specialist, you are the first telephone contact for our valued customers

As a Customer Support Specialist you will:

  • Respond to phone calls, emails and chats from dealership customers regarding CARFAX products and services
  • Identify and assess the needs of our customers to provide maximum satisfaction and one call resolution
  • Accurately document activities performed on customers' accounts using CARFAX's Customer Relationship Management (CRM) application (Salesforce).
  • Provide first line technical support for our customers
  • Work cross functionally within the team and with departments throughout CARFAX for successful resolution of issue

To be considered for this role, you will need:

  • High school diploma
  • 2+ years' hands-on experience in a call center environment
  • Ability to multi-task and navigate between multiple computer systems quickly and accurately while maintaining a dialogue with customers and meeting performance expectations
  • Excellent written and verbal communication skills
  • Strong time management skills
  • A solution-oriented, team player attitude
  • Five 9 and Salesforce experience preferred
  • Must be able to work Monday through Friday, varying shifts between 9:00am - 8:00pm
  • This role will start remotely due to COVID-19 and report to our Centreville, VA headquarters when we return to the office

Please see job description