Customer Retention Specialist (290136-722)

Customer Retention Specialist

CARFAX a leading provider of vehicle history information which assists buyers and sellers of used cars make better decisions is seeking talented people to join our team.  At CARFAX, we’re at our best when we’re growing.   And we believe the same is true of the people who work for us. That’s why we offer rewarding, creative, fast-paced work as well as many opportunities to challenge you.  Maybe that’s why we have been consistently ranked as One of DC's Great Places to Work according to Washingtonian Magazine!   


Over the years, we’ve grown in ways we never could have imagined — and so have our people.   We offer an outstanding work environment, excellent benefits, competitive salary and bonus program and a casual but professional atmosphere.  We are headquartered in Centreville, Virginia with a Data Center located in Columbia, Missouri.

Summary:

The main focus of a Customer Retention Specialist will be to provide legendary service to its customers. This is primarily a phone based position with main responsibility to maintain and grow dealer relationships. To succeed in this role and advance with CARFAX, you must possess the ability to build successful relationships, meet demanding deadlines, and achieve performance goals.  We are seeking candidates with a proven ability to build business partnerships and cross-sell in an environment with longstanding relationships. This position will report directly to the Retention Manager

As a Customer Retention Specialist  your job responsibilities include but are not limited to:

• Provide a high level of customer service to customers by creating a positive relationship on all escalated customer issues
• Gain an understanding of the needs/issues of our pre-owned car dealer customers
• Ability to establish and expand relationships with key decision makers each day with focus on meeting individual and company metrics
• Retain customers by using various value proposition tools.
• Log all call activities and maintain detailed records of each contact
• Achieve and maintain revenue growth through up sell of various CARFAX products and value added programs and retention of existing dealer subscribers.
• Interact with team members, including management from other departments, in a professional manner.
• Provide Outstanding Customer Satisfaction:
• Quick response to customer requests for information, follow-up and problem solving
• Ability to find information (within our organization, and the web)
• Provide customers with up-to-date information on new products and programs
• Maintain relationships, understand client needs, and provide quality service
• Other duties as assigned

• Strong organizational and relationship management skills  
• The equivalency of three years hands-on experience in a customer service environment or related work experience. Excellent written and verbal communication skills.
• Able to work comfortably in a metrics based environment
• Communicate clearly and cordially over the phone and in person
• Demonstrate success in a phone based outbound call environment with strong escalation and retention skills.
• Candidates should be highly personable, ambitious and pro active
• Detail oriented. Meet tight deadlines with strict attention to details.
• Proficient in using various office applications simultaneously. Able to prioritize and multi-task numerous inquiries to their completion.

We offer an outstanding work environment, excellent benefits, competitive salary and bonus program and a casual but professional atmosphere. 


Keywords:

Business Support, Customer Service, Automotive, Business to Business, B2B, business retention, client relations, client service, up-selling, online.


CARFAX is an Equal Opportunity Employer.