Customer Support Specialist

Join our Winning Team as a Customer Support 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’re 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. One last thing: Our four-day week continues in Summer 2024!

The Customer Support Specialist is empowered to provide excellent customer service to CARFAX’s dealership customers nationwide with a “get-it-done” mentality! CARFAX's Customer Care Contact Center is a centralized corporate Inbound and Outbound center serving over 30,000 customers throughout North America. As a Customer Support Specialist, you are the first telephone contact for our valued customers.

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 in the office per week, subject to change with future business needs.

What you'll be doing:

• Respond to phone calls, emails and chats from dealership customers regarding CARFAX products and services
• Identify and assess the needs of our customers to provide maximum satisfaction and one call resolution
• Accurately document activities performed on customers’ accounts using CARFAX’s Customer Relationship Management (CRM) application (Salesforce).
• Provide first line technical support for our customers
• Work cross functionally within the team and with departments throughout CARFAX for successful resolution of issue

What we're looking for:

• High school diploma
• 2+ years’ hands-on experience in a call center environment
• Ability to multi-task and navigate between multiple computer systems quickly and accurately while maintaining a dialogue with customers and meeting performance expectations
• Excellent written and verbal communication skills
• Strong time management skills
• A solution-oriented, team player attitude
• Five 9 and Salesforce experience preferred
• Ability to physically report to the Centreville, VA office

What’s in it for you:

• 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

Don’t just take our word for it:

• 10X Virginia Business Best Places to Work
• 9X Washingtonian Great Places to Work
• 9X Washington Post Top Workplace
• St. Louis Post-Dispatch Best Places to Work