Resolution Specialist

Join Team CARFAX as a Resolution Specialist  

Isn't it time you bragged about where you work? At CARFAX, we do, every day. We pride ourselves on being mission-focused on helping to grow a brand built on accuracy and integrity. We care deeply about our products and our customers. We’re more than just a company: We help millions of consumers make more-informed decisions every day. We know that our teammates are our most valuable asset, and we value a balanced life while tackling challenging projects in a fast-paced environment.   

As a Resolution Specialist, you will use your stellar research and analysis skills to support customers and improve the overall accuracy of CARFAX’s valued product, the CARFAX Report. Resolution Specialists assist customers from a centralized corporate center, serving more than 30,000 customers annually that are located throughout North America. As the Resolution Specialist, you serve as the customer’s primary point of contact with CARFAX and handle their case through to resolution.

This role is located in London, ON. This role has an expectation of 3 days in office per week subject to change based on future business needs.  

As a Resolution Specialist, you will:  

• 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 in a timely manner through all media (phone, email, chat, etc.), communicating cordially and professionally with customers
• 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
• Educate customers on CARFAX products, services, and vehicle history information, promoting their importance and value

To be considered for this role, you will need:  

• 3 – 5 years’ experience in a customer-facing, professional environment or some equivalent combination of experience and education, including military experience
• Research and analytic experience with an emphasis on organization and attention to detail
• Excellent communication skills, including the ability to understand the customer’s point of view and complex issues and respond clearly to translate them into easily understood, clear messages for the customer
• Creative thinking and curiosity with the ability to make sound decisions based on substantiated evidence
• A sense of urgency and a passion for customer service, satisfaction and solutions
• To thrive in a fast paced environment where multitasking is the norm
• Experience working in a metrics-based role
• Ability to work independently and as part of a team
• Proficiency in MS Word, Excel and Outlook and CRM tools, Salesforce preferred

What’s in it for you:  

• Competitive compensation, benefits and generous time-off policies
• 4-Day summer work weeks and a winter holiday break
• 401(k) / DCPP matching
• Annual bonus program
• Casual, dog-friendly, and innovative office spaces.

Don’t just take our word for it:  

• 10X Virginia Business Best Places to Work
• 9X Washingtonian Great Places to Work
• 9X Washington Post Top Workplace
• St. Louis Post-Dispatch Best Places to Work

About CARFAX

CARFAX, part of S&P Global Mobility, helps millions of people every day confidently shop, buy, service and sell used cars with innovative solutions powered by CARFAX vehicle history information. The expert in vehicle history since 1984, CARFAX provides exclusive services like CARFAX Used Car Listings, CARFAX Car Care, CARFAX History-Based Value and the flagship CARFAX® Vehicle History Report™ to consumers and the automotive industry. CARFAX owns the world’s largest vehicle history database and is nationally recognized as a top workplace by The Washington Post and Glassdoor.com. Shop, Buy, Service, Sell – Show me the CARFAX™. S&P Global Mobility is a division of S&P Global (NYSE: SPGI). S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets.

CARFAX is an Affirmative Action/Equal Opportunity Employer. It is the policy of CARFAX to provide equal employment opportunity to all persons regardless of race, color, sex, pregnancy, religion, national origin, age, ancestry, citizenship status, veteran status, military status, disability or handicap, sexual orientation, genetic information or any other status protected by federal, state or local law. In addition, CARFAX will provide reasonable accommodations for qualified individuals with disabilities. We maintain a drug-free workplace. We are a participant in E-Verify.