Customer Experience Representative

1 week ago


Centreville, Virginia, United States Carfax, Inc. Full time
About the Role

We are seeking a highly skilled Customer Experience Specialist to join our Quality Assurance team at Carfax, Inc. As a key member of our team, you will play a critical role in ensuring that our customer service standards are met and exceeded.

Key Responsibilities
  • Quality Check and Audit: Perform thorough quality checks and audits of inbound and outbound calls and emails to ensure that our quality standards are being met and approved upon.
  • Call Quality Feedback and Reporting: Provide call quality feedback and reporting to customer service and sales management to help identify areas for improvement.
  • Call Quality Trend Analysis: Monitor and measure call quality trends and issues to identify opportunities for improvement and implement changes to enhance the customer experience.
  • Training and Development: Collaborate with Carfax Management to identify and recommend areas for training to improve customer service skills and knowledge.
  • Quality Improvement Initiatives: Participate in continuous quality improvement initiatives to ensure that our customer service standards are met and exceeded.
Requirements
  • Call Center Experience: 2+ years of call center experience required.
  • Sales Quality Assurance Experience: Prior experience with sales quality assurance preferred.
  • Communication and Presentation Skills: Exceptional communication and presentation skills are essential for this role.
  • Work Ethic and Organization: Demonstrated strong work ethic and ability to prioritize and manage multiple tasks.
  • Computer Skills: Excellent computer skills, including MS Office, Dealer DMS, and online inventory sites.
  • Problem-Solving and Flexibility: Ability to problem-solve and be flexible in a changing environment.
  • Attention to Detail: Highly organized and attentive to detail.
What We Offer
  • Competitive Compensation and Benefits: Competitive compensation, benefits, and generous time-off policies.
  • Flexible Work Arrangements: 4-Day summer work weeks and a winter holiday break.
  • Professional Development: Opportunities for professional development and growth within the company.
  • Casual and Innovative Work Environment: Casual, dog-friendly, and innovative office spaces.


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