Customer Experience Specialist

2 days ago


Centreville, Virginia, United States CARFAX Full time
About the Role

We are seeking a highly skilled Customer Experience Specialist to join our Quality Assurance team at CARFAX. As a key member of our team, you will play a critical role in ensuring the highest level of quality in our customer interactions.

Key Responsibilities
  • Perform quality checks and audits of inbound and outbound calls and emails to ensure compliance with quality standards.
  • Provide call quality feedback and reporting to customer service and sales management teams.
  • 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.
Requirements
  • 2+ years of call center experience required.
  • Prior experience with sales quality assurance preferred.
  • 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.
What We Offer
  • Competitive compensation and benefits package.
  • 4-Day summer work weeks and a winter holiday break.
  • 401(k) / DCPP matching.
  • Annual bonus program.
  • Casual, dog-friendly, and innovative office spaces.
About CARFAX

CARFAX is a leading provider of vehicle history information and services. We help millions of consumers make informed decisions when buying, selling, or servicing used cars. Our team is passionate about delivering exceptional customer experiences and driving business growth.



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