Customer Experience Specialist
- Perform quality checks and audits of inbound and outbound calls and emails to ensure that quality standards are being met and approved upon
- Provide call quality feedback and reporting to customer service and sales management
- Monitor and measure call quality trends and issues to identify opportunities for improvement
- Collaborate with CARFAX Management to identify and recommend areas for training
- Participate in continuous quality improvement initiatives
- Serve as a resource to CARFAX regarding quality concerns
- 2+ years of call center experience required
- Prior experience with sales quality assurance preferred
- Salesforce.com experience a plus
- Exceptional communication and presentation skills
- Demonstrated strong work ethic
- Ability to prioritize and manage multiple tasks
- Excellent computer skills (MS office, Dealer DMS, online inventory sites) including working from an iPad
- Ability to problem solve and be flexible in a changing environment
- Highly organized and attentive to detail
- 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
- For a comprehensive list of benefits, please visit our website: https://jobs.jobvite.com/carfax/p/benefits
- 10X Virginia Business Best Places to Work
- 10X Washington Post Top Workplace
- 9X Washingtonian Great Places to Work
- 3X St. Louis Post-Dispatch Best Places to Work
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Building products that helps millions of people shop, buy, own and sell used cars with more confidence - that's the CARFAX mission!
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