JOIN OUR WINNING TEAM AS A CONSUMER AFFAIRS ANALYST
Perform research, analysis, and facilitate the timely resolution of
customer submitted issues regarding use of and information displayed
through CARFAX products, including, but not limited to, the Vehicle
History Report. Additional product support responsibilities may be
required.
THE CARFAX CULTURE
People who work at CARFAX are happy. Our culture offers the unique blend
of a high achieving, high-energy workforce in a casual, laid back
setting. When you walk around at CARFAX you hear laughter and
spontaneous celebrations and you see people in shorts and flip flops
refueling themselves with a game of shuffle puck or by taking a few
shots on one of the putting greens. Our employee-focused culture has
been recognized as one of the “Great Places to Work” six years in a row
by Washingtonian magazine and additionally by the Washington Post and
Glassdoor! Are you ready to join a winning team, be inspired daily, and
have a blast while doing it? If so, take a detour from your daily grind
and apply today!
AS A CONSUMER AFFAIRS ANALYST, 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
- Defuse potentially volatile situations and bring the discussion to
focus on resolution
- Work with internal customers and external data providers to verify
data, including any and 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
QUALIFICATIONS:
- 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 metrics oriented environment
- Proficiency in commonly used office technologies (e.g., MS Word,
Excel and Outlook)
- Salesforce.com experience a plus
- 2-3 years’ experience in a customer-facing, professional environment
required, or some equivalent combination of experience and
education, including military experience
ABOUT CARFAX
CARFAX, a unit of IHS Markit (Nasdaq: INFO), helps millions of people
every day confidently shop, buy, own and sell used cars with innovative
solutions powered by Carfax vehicle history information. The expert in
vehicle history since 1984, Carfax provides exclusive services
like CARFAX USED CAR LISTINGS, MYCARFAX, CARFAX HISTORY-BASED VALUE and
the flagship Carfax® Vehicle History Report™ to consumers and the
automotive industry. Carfax owns the world's largest vehicle history
database and is a nationally recognized top workplace by The Washington
Post and Glassdoor.com. Shop, Buy, Own, Sell – Show me the Carfax™.
Based in London, IHS Markit is a world leader in critical information,
analytics and solutions.