Customer Care Manager

Description

Join Team CARFAX as a Customer Care Manager

Isn't it time you bragged about where you work? At CARFAX, we do, every day. We pride ourselves on being mission-focused on helping to grow a brand built on accuracy and integrity. We care deeply about our products and our customers. We’re more than just a company: We help millions of consumers make more-informed decisions every day. We know that our teammates are our most valuable asset, and we value a balanced life while tackling challenging projects in a fast-paced environment. One last thing: Our four-day week continues in Summer 2024!

The Customer Care Manager is responsible for strategic planning, metrics reporting, and resource allocation for inbound calls for the Dealer Business Unit, ensuring the application of best practices in customer service, process, and technology that will deliver exemplary service to our Dealer customers.

At CARFAX, we believe in the power of teamwork and value in-person interactions so that we can collaborate and thrive together. This position will require 3 days in the office per week, subject to change with future business needs.

What you'll be doing:

• Manage Call Center operations to ensure achievement of service and efficiency goals by tracking inbound call volume and hold times; allocating resources as necessary to achieve dealer responsiveness goals; reporting Call Center metrics; and proposing action plans to improve operating methods, efficiencies, and customer service.
• Guide and direct Dealer Support Specialist while also providing efficient and timely scheduling, training and development, coaching, and performance management to maintain employee morale and development while achieving Call Center goals and metrics.
• Assist Dealers customers and Dealer Support Specialist by serving as an escalation point for complex and sensitive Dealer services and relieving call volume peaks by picking up Dealer calls and cases from the queues.
• Implement and monitor protocols to ensure compliance with our policies and procedures.
• Work cross-functionally with other departments to improve effectiveness of the team.
• Perform other duties as assigned.

What we're looking for:

• A Bachelor’s degree is preferred
• Ability to report to the London office 4x per week and travel to the Virginia corporate office as needed
• Minimum 5 years of experience in motivating or leading a call center team required
• Positive, “can-do” attitude
• Excellent team leader, coach, mentor, motivator; excellent communicator
• Team player, flexible and thrive in a fast-paced environment
• Creative thinker that can build flexibility in a call center environment
• Proficiency in MS Office including Excel, PowerPoint, and Word
• A working knowledge of Salesforce and Five9 Phone systems is strongly preferred
• Experience in managing remote and International employees
• Experience in using and implementing “AI” technology in a call center environment

What’s in it for you:

• Competitive compensation, benefits and generous time-off policies
• 4-Day summer work weeks and a winter holiday break
• 401(k) / DCPP matching
• Annual bonus program

Don’t just take our word for it:

• 10X Virginia Business Best Places to Work
• 9X Washingtonian Great Places to Work
• 9X Washington Post Top Workplace
• St. Louis Post-Dispatch Best Places to Work

About CARFAX

CARFAX, part of S&P Global Mobility, helps millions of people every day confidently shop, buy, service 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, CARFAX Car Care, 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 nationally recognized as a top workplace by The Washington Post and Glassdoor.com. Shop, Buy, Service, Sell – Show me the CARFAX™. S&P Global Mobility is a division of S&P Global (NYSE: SPGI). S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets.

CARFAX is an Affirmative Action/Equal Opportunity Employer. It is the policy of CARFAX to provide equal employment opportunity to all persons regardless of race, color, sex, pregnancy, religion, national origin, age, ancestry, citizenship status, veteran status, military status, disability or handicap, sexual orientation, genetic information or any other status protected by federal, state or local law. In addition, CARFAX will provide reasonable accommodations for qualified individuals with disabilities. We maintain a drug-free workplace. We are a participant in E-Verify.