Customer Experience Specialist - CARFAX Canada

CARFAX Canada; London; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

A leading company in vehicle history and valuation is seeking an experienced Customer Service Representative to enhance the customer experience for their valued clients. This full-time, hybrid position involves assisting customers throughout their vehicle journey, responding to inquiries, and collaborating with internal teams to address feedback. CARFAX Canada offers a comprehensive benefits package alongside a collaborative work environment.

Benefits

Weekly free catered lunches

Flexible work arrangements

4-day summer work weeks

Comprehensive benefits

Employee wellness funding

Pension matching

Parental leave top-up

Paid volunteer days

Qualifications

• 2+ years in a customer service role with phone support experience is preferred.
• Excellent verbal and written communication skills are essential.
• Bilingual in French and English is an asset.

Responsibilities

• Support customer inquiries related to products and services.
• Resolve customer queries promptly via multiple communication channels.
• Investigate and troubleshoot customer issues.

Skills

Communication

Problem Solving

Customer Advocacy

Education

Post-secondary degree in a related field

Job description

CARFAX Canada is looking for an experienced Customer Service Representative to join our team and help us deliver stellar service to our valued customers. Apply today!

Working Here

At CARFAX Canada, we're passionate about vehicles and data, helping Canadians buy, sell, and maintain vehicles.

Our team enjoys perks such as weekly free catered lunches, flexible work arrangements, 4-day summer work weeks, a collaborative environment at our London, Ontario head office, competitive wages, comprehensive benefits, employee wellness funding, pension matching, parental leave top-up, paid volunteer days, and more!

Every day provides opportunities for meaningful work alongside incredible colleagues. We are passionate about data and our people!

Key Information

Employment Status: Full-time permanent

Job Type: Hybrid (In-office with flexibility to work from home up to 8 days per month)

Location: London, Ontario

Please note this position is with CARFAX Canada, one of our two operating entities in Canada.

Job Details

The Customer Experience Specialist supports customers through their vehicle buying, selling, and ownership journey via phone and email. Responsibilities include assisting with orders, answering product questions, troubleshooting, and providing resources to help customers make informed decisions. Collaboration with other departments to enhance products and communicate customer feedback is essential.

Position Responsibilities

• Support customer inquiries related to products and services.
• Resolve customer queries promptly via multiple communication channels.
• Assist with order processing and refund requests.
• Investigate and troubleshoot customer issues.
• Gather information for data investigations.
• Prioritize and manage customer tickets, routing to appropriate teams as needed.
• Monitor customer feedback, document issues, and communicate insights internally.

Education and Experience Required

• 2+ years in a customer service role with phone support experience (asset).
• Retail or customer service experience (asset).
• Excellent verbal and written communication skills.
• Ability to prioritize in a fast-paced environment.
• Experience in the automotive industry (asset).
• Bilingual in French and English (asset).
• Post-secondary degree in a related field (asset).

Equal Opportunity Employer

CARFAX Canada is committed to diversity and inclusion. All qualified candidates will receive consideration regardless of race, ethnicity, gender, age, disability, or other protected statuses. Accommodations are available upon request during the recruitment process.

If interested, please apply via our website by Friday, May 23, 2025. Only shortlisted candidates will be contacted.

About Us

CARFAX helps millions of people buy, sell, and service used cars confidently. As a leader in vehicle history and valuation, we provide comprehensive, impartial data for consumers and the automotive industry. Our Canadian headquarters in London, Ontario, supports both Canadian and U.S. markets. We are recognized as a top employer and part of S&P Global.

Our core values are: Guided by facts, transparent communication, customer advocacy, solutions orientation, and integrity.