Consumer Affairs Analyst
- Full Time
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 (eg, 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(R) Vehicle History Report (TM) 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 (TM) . Based in London, IHS Markit is a world leader in critical information, analytics and solutions.