Job Description

• Provide timely support to customers requesting assistance related to their use of CARFAX products and services
• Communicate effectively and professionally with customers through all media (phone, email, chat, social media, etc.), translating complex information into easily understood language, as appropriate
• Defuse potentially volatile situations and bring the discussion to focus on resolution
• Work with internal customers and external data providers to verify data, including supporting documentation
• 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

• 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
• 2-3 years’ experience in a customer-facing, professional environment required, or some equivalent combination of experience and education, including military experience