Consumer Affairs Analyst

JOIN OUR WINNING TEAM AS A CONSUMER AFFAIRS ANALYSTPerform 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.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 madeRespond to customer inquiries related to their use of CARFAX products and servicesCommunicate 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 conciselyAbility to understand complex issues and translate them into easily understood, clear messages for the customerDefuse potentially volatile situations and bring the discussion to focus on resolutionWork with internal customers and external data providers to verify data, including any and all supporting documentationDetermine accuracy of each issue submitted and assess trends in data qualityProvide timely responses to all inquiries as determined by Team and individual goalsAccurately document and classify all communication with customersRecommend product improvements based on empirical dataLeverage all available resources to research and resolve customer issuesProvide process feedback to management on issue analysis and research methodologyQUALIFICATIONS:Research and analytic experience preferredExcellent communication skills, including the ability to listen, write concisely and summarize eventsSense of urgency and passionate about customer service and satisfactionCreative thinker who is inquisitive and insists on substantiated conclusionsHigh level of proficiency in typingHighly organized and attentive to detailAbility to work independently and as part of a teamMultitask in a fast paced environmentComfortable working in a metrics oriented environmentProficiency in commonly used office technologies (e.g., MS Word, Excel and Outlook)Salesforce.com experience a plus2-3 years’ experience in a customer-facing, professional environment required, or some equivalent combination of experience and education, including military experienceABOUT CARFAXCARFAX, 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 Vehicle History Report 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.

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