Resolution Manager

Resolution Manager, Data Issues

Great Opportunity With one of Washington's top employers!

CARFAX, a leading provider of vehicle history information, is seeking a Resolution Manager to join our Data Department at our corporate offices in Fairfax, Virginia. This is a great opportunity to join a stable yet entrepreneurial company that has experienced phenomenal growth since its founding. CARFAX Inc's Data Department handles over 2,000 challenges to data displayed on our Vehicle History Reports monthly. The Resolution Manager will serve as an escalation point for our Consumer Affairs and Business Services teams on customer disputed records.

Job Function

•Primary point of contact for escalated data disputes.
•Ability to simplify complex issues into clear messages that are easily understood.
•Excellent listening skills and the ability to decipher the exact cause of the customer’s frustration.
•Possess the ability to ask the right questions to assess the level of frustration.
•Possess the necessary skills needed to defuse volatile situations and bring the discussion to focus on resolution.
•Ability to be able to position each situation in a way that the customer understands why CARFAX made the decision we did, what criteria we used to come to our decision, and why we are justified in maintaining the disputed record.
•Excellent overall communication skills, including the ability to write concisely and summarize events when needed.
•Must be comfortable communicating with attorneys and company principals.
REQUIREMENTS
Qualifications

•Strong customer service or social services background.
•Previous experience as a point of escalation, with the ability to handle the most frustrated of customers.
•Excellent written and oral communication skills, as well as strong interpersonal skills.
•College Degree, preferably in a Social Science or the Liberal Arts. Areas of study might include Conflict Resolution, Human Behavior, Psychology or Sociology.
•Work experience in any of these areas or paralegal experience would be preferred.
•Computer literacy and proficiency in MS Office.

CARFAX data is relied on by millions of buyers and sellers of used cars to make better decisions in the car buying and selling process. Using the unique 17-character vehicle identification number (VIN) found on vehicle dashboards and title documents, we instantly generate a detailed vehicle history report on used cars and light trucks. Our database contains more than four billion records generated from thousands of public and private sources, including all Departments of Motor Vehicles (DMV’s) in the United States and Canada, as well as many vehicle inspection stations, auto auctions, fleet management and rental agencies, automobile manufacturers, and fire and police departments.

At CARFAX, we are at our best when we are growing. We believe the same is true of our employees. That is why we offer a work environment that is creative, fast-paced, and rewarding in order to challenge our employees and to encourage growth. We offer excellent benefits, a competitive salary and bonus program, and a casual but professional atmosphere. These are just some of the reasons why we have been consistently ranked One of DC’s Great Places to Work by Washingtonian Magazine!

For consideration, please email your resume’ and salary requirements to [Click here for email] or fax to 703-995-4664. Please reference the job title “Resolution Manager” in the subject line of your email and be sure to include your daytime and/or cell phone numbers. No phone calls please.