Join Team CARFAX as a Resolution Specialist *6 month temporary position* 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 position will require 3 days a week in our London office subject to change with future business needs. What you’ll be doing:

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

What we’re looking for:

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