Resolution Specialist

CARFAX; London; On-site; CAD 48,000 - 66,000; Full time

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.

Skills

Research

Analytical thinking

Communication

Customer service

Multitasking

Typing speed

Organization

Independent work

Teamwork

Tools

Salesforce

MS Word

MS Excel

Outlook

Job description

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 are 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.

At CARFAX, we believe in the power of teamwork and value in-person interactions so that we can collaborate and thrive together. This position will require 3 days per week in our London, ON office subject to change with 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 related to their use of CARFAX products and services.
• Communicate cordially and professionally with customers through all media (phone, email, chat, etc.).
• Excellent listening skills, including the ability to understand the customer’s point of view and respond clearly and concisely.
• Ability to understand complex issues and translate them into easily understood, clear messages for the customer.
• 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 all supporting documentation.
• Determine accuracy of each issue submitted and assess trends in data quality.

• Provide timely responses to all inquiries as determined by Team and individual goals.
• 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.
• Provide process feedback to management on issue analysis and research methodology.
• Educate customers on CARFAX products, services, and vehicle history information, promoting their importance and value.

Additional responsibilities may include:

• Perform root cause analysis on complex issues.
• Participate in the development of training materials, presentations, etc., and conduct Product Support training for others.
• Function as a primary point of contact for certain customers, vendors, and agencies.
• Act as a subject matter expert for the team.

To be considered for this role, you will need:

• 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 metric-oriented environment.
• Proficiency in commonly used office technologies (e.g., MS Word, Excel, and Outlook).
• Salesforce.com experience a plus.
• 3 – 5 years’ experience in a customer-facing, professional environment required, or some equivalent combination of experience and education, including military experience.

What's in it for you:

• Competitive compensation, benefits and generous time-off policies
• 401(k) / DCPP matching
• Annual bonus program
• Casual, dog-friendly, and innovative office spaces.
• For a comprehensive list of benefits, please visit our website: https://jobs.jobvite.com/carfax/p/benefits

Don't just take our word for it:

• 13X Virginia Business Best Places to Work
• 12X Top Workplaces in Washington (Presented by Washington Post and WTOP)
• 9X Washingtonian Great Places to Work
• 5X USA Today Top Workplaces.
• St. Louis Post-Dispatch Best Places to Work.

Vacancy Status:

This posting is for an existing vacancy.

Base Salary:

The anticipated base salary range for this position is CAD $48,000 - $65,500 annually. Final base salary will be determined based on geographical location, experience, and qualifications.