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Manager - Consumer Product Support
Company | CARFAX |
Address | London, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-07-06 |
Posted at | 11 months ago |
Description
- Train, assist, and guide employees, and maintain reference and training materials
- Work with internal teams to improve internal systems, CARFAX products, and the overall customer experience
- Evaluate and institute process efficiencies to streamline research avenues to improve turnaround time while reducing costs
- Collaborate with Product Support management to maximize efficiency, consistency, quality of work, and provide for an even distribution of workload
- Act as a primary point of escalation and expertise for CARFAX customers and internal personnel seeking Vehicle History Report expertise
- Excellent listening skills, including the ability to understand the customer’s point of view and respond clearly, concisely, and with empathy
- Provide leadership for relationships with vendors, data sources, and partners to maintain satisfaction and accuracy of information
- Responsible for oversight and performance of staff, including reporting, on key metrics to ensure quality, service, and data integrity
- Identify and analyze trends in customer inquiries for process efficiencies and improved customer experiences
- Provide feedback loop within company to inform other customer-facing teams and efforts
- Monitor issues, and intervene when necessary, in an effort to help prevent issues from escalating
- Lead, manage, organize, and provide daily oversight for teams responsible for conducting internal and external research and analysis to resolve customer disputes and inquiries related to CARFAX products and data
- 6+ years of related experience building and leading teams
- Proficiency in commonly used office technologies (e.g., MS Word, Excel and Outlook)
- Ability to foster a positive team culture that thrives on outstanding performance and collaboration
- Excellent communication skills
- Positive energy with strong motivational skills
- Salesforce.com experience a plus
- Exceptional leadership and management skills
- Ability to focus on detail while seeing the bigger picture
- Strong commitment to customer satisfaction and constant improvement
- Comfortable handling highly confidential information
- Highly organized with excellent time management skills
- Strong analytical skills and the ability to simplify complex issues into easily understood, clear summaries
- Annual bonus program
- Casual, dog-friendly, and innovative office spaces
- Competitive compensation, benefits and generous time-off policies
- 401(k) / DCPP matching
- 4-Day summer work weeks and a winter holiday break
- 9X Washingtonian Great Places to Work
- St. Louis Post-Dispatch Best Places to Work
- 10X Virginia Business Best Places to Work
- 9X Washington Post Top Workplace
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