Data-Driven Customer Resolution Specialist

CARFAX

London

On-site

CAD 48,000 - 66,000

Full time

14 days+

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Benefits offered by this job

401(k) matching

Annual bonus program

Casual, dog-friendly office

Job summary

CARFAX is seeking a Resolution Specialist in London, ON to support customers and improve the accuracy of CARFAX Reports. You will research cases, respond to inquiries, and document communications to drive resolution.

The role requires 3–5 years of customer-facing experience, excellent communication, and the ability to analyze data. Salesforce experience is a plus. Base salary ranges CAD 48,000 to 65,500 per year, with benefits and bonus opportunities.

Qualifications

3–5 years of customer-facing, professional experience or equivalent education/military experience.
Strong research and analytical abilities with attention to detail.
Excellent written and spoken communication; ability to summarize events clearly.

Responsibilities

Conduct internal and external research to verify data changes and determine support for updates.
Respond to customer inquiries related to CARFAX products and services via phone, email, or chat.
Communicate professionally with customers and document all interactions.
Listen actively to understand the customer perspective and respond clearly.
Translate complex issues into straightforward messages for customers.
Manage cases through to resolution and escalate when needed.
Collaborate with internal teams and data providers to verify data and supporting documents.
Identify data quality trends and contribute to process improvements.