Summary
Perform research, analysis, and facilitate the timely resolution of customer submitted issues regarding use of and information displayed through CARFAX products, including, but not limited to, the Vehicle History Report. Additional product support responsibilities may be required. This is a 12-month temporary contract position. Core Responsibilities:

• Conduct internal and external research and analysis to ensure requested changes to the data can be supported and/or should be made
• Respond to customer inquiries related to their use of CARFAX products and services
• Communicate cordially and professionally with customers through all media (phone, email, chat, etc.)
• Excellent listening skills, including the ability to understand the customer's point of view and respond clearly and concisely
• Ability to understand complex issues and translate them into easily understood, clear messages for the customer
• Manage assigned cases through to resolution by providing comprehensive customer service and defusing potentially escalating situations
• Work with internal customers and external data providers to verify data, including any and all supporting documentation
• Determine accuracy of each issue submitted and assess trends in data quality
• Provide timely responses to all inquiries as determined by Team and individual goals
• Accurately document and classify all communication with customers
• Recommend product improvements based on empirical data
• Leverage all available resources to research and resolve customer issues
• Provide process feedback to management on issue analysis and research methodology
• Educate customers on CARFAX products, services, and vehicle history information, promoting their importance and value

Additional responsibilities may include:

• Perform root cause analysis on complex issues
• Participate in the development of training materials, presentations, etc., and conduct Product Support training for others
• Function as a primary point of contact for certain customers, vendors, and agencies
• Act as a subject matter expert for the team

Qualifications:

• Research and analytic experience preferred
• Excellent communication skills, including the ability to listen, write concisely and summarize events
• 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 metrics oriented environment
• Proficiency in commonly used office technologies (e.g., MS Word, Excel and Outlook)
• Salesforce.com experience a plus
• 3 – 5 years' experience in a customer-facing, professional environment required, or some equivalent combination of experience and education, including military experience