Are you fueled by a passion for people and committed to providing customers with an experience they won’t forget? CARFAX Canada is searching for a dynamic and outgoing individual to join our Customer Experience team. We don’t just provide customer service, we are “Customer Advocates”!
Key Information
Employment Status: Full-time
Job Type: Hybrid – In office with flexibility to manage your work schedule with up to 8 days per month to work from home.
Location: London, Ontario
Vacancy Type: This position is for an existing vacancy
Hours of Work: Monday - Thursday: 10am - 6pm, Friday: 9am - 5pm, OR Tuesday - Saturday: 9am - 5pm.
Please note that we have two operating entities in Canada, CARFAX Inc., and CARFAX Canada. This position is with CARFAX Canada.
Position Summary
The Customer Experience Specialist provides support to customers throughout their journey of buying, selling, and owning a vehicle. This role delivers exceptional service primarily through email and digital channels by helping customers complete orders, answering product questions, troubleshooting issues, and helping customers make informed decisions about used vehicles. The Customer Experience Specialist gathers accurate information to support deeper investigations when needed and escalates issues appropriately to ensure timely and effective resolution. This role contributes to a positive customer experience by delivering consistent, high-quality service and accurately documenting customer interactions.
Position Responsibilities
Customer Support
- Provide frontline support for customer inquiries related to products & services through multiple
communication channels, primarily digital. - Delivery timely, professional, and consistent service that aligns with established turnaround times.
- Assist customers with the ordering process, including order clarification, updates, and refund requests.
Issue Assessment & Documentation
- Gather relevant information to understand customer issues and determine appropriate next steps.
- Document customer interactions clearly and accurately to support efficient resolution.
- Support basic troubleshooting by identifying key details and guiding customers through initial steps,
escalating more complex technical issues as required.
Ticket Management
- Triage and prioritize customer requests based on urgency, category, and complexity.
- Route cases to appropriate internal teams when additional investigation or expertise is required.
- Maintain complete, clear, and organized case records.
Customer Feedback
- Capture customer feedback and identify recurring questions or themes.
- Flag potential issues or trends to internal stakeholders to support continuous improvement.
Position Requirements
- 2+ years of customer service experience, ideally in a high-volume digital or call-center environment.
- Experience supporting multiple products or service lines across digital and phone-based channels.
- Proven ability to handle challenging customer interactions and maintain professionalism under pressure.
- Self-starter with strong initiative and natural curiosity to understand issues, explore solutions, and
collaborate with peers to resolve questions before escalating. - Clear, articulate communicator with the ability to simplify complex information verbally and in writing.
- Strong customer first mindset with empathy, active listening, and effective problem-solving skills, including
the ability to analyze issues and determine appropriate next steps. - Comfort using ticketing systems, CRM tools, and internal support platforms.
- Experience in the automotive industry is considered an asset.
- Bilingual English/French is considered an asset.
Compensation
At CARFAX Canada, we believe in fair, transparent, and equitable compensation. This role has an annual salary range of $47,800.00 - $59,700.00 CAD. This role is also eligible for an annual performance-based bonus.
We recognize that every team member brings unique skills and experience. Compensation for this role will reflect your skills, experience, and career progression - whether you are developing and growing in your role or bringing extensive expertise to the team.
Perks & Benefits
At CARFAX Canada, we believe in total rewards and creating an exceptional employee experience. In addition to competitive compensation, our team members enjoy:
- Weekly, free catered lunches at the office
- Flexible work that allows us to prioritize work-life balance
- 4-day summer work weeks
- A state-of-the-art collaborative environment at our head office at 100 Kellogg Lane, London Ontario
- Exceptional benefits that take effect day one of employment
- Flexible employee wellness funding,
- Company matched pension program
- Parental leave top-up benefits
- Paid volunteer days
- The list goes on!
Questions about compensation and the many perks and benefits of working at CARFAX? Ask us during the process - we can’t wait to hear from you!
Please note, some benefits may be subject to eligibility for employees.
Equal Opportunity Employer
CARFAX Canada is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.
We’re committed to providing accommodations by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email [email protected].
If you are interested in applying for this position, please visit our website https://www.carfax.ca/careers. Applications will be accepted until Sunday, March 15, 2026.
We thank all applicants for their interest; however only those selected for an interview will be contacted.
About Us
CARFAX’s mission is to help millions of people shop, buy, service and sell used cars with more confidence. As a leader in vehicle history and valuation, CARFAX provides impartial and comprehensive information for consumers and the automotive industry. CARFAX‘s Canadian headquarters in London, Ontario supports Canadian and U.S. markets, drawing on billions of data records from thousands of sources, enabling used vehicle buyers and sellers to make informed decisions. CARFAX is consistently recognized as a top employer and business. CARFAX is a part of S&P Global (NYSE: SPGI). Find out more at www.carfax.ca and connect with CARFAX on Instagram, Facebook and LinkedIn.
S&P Global has recently announced the intent to separate our Mobility Segment into a standalone public company.
Our values serve as the foundation of our culture by helping inform the actions and behaviours that make us successful. We strive to integrate these values into how we collaborate, navigate challenges, and make decisions daily.
Objective – Guided by facts, driven by results.
Transparent – Clarity through open and honest communication.
Customer advocate – Putting the customer at the center of everything we do.
Solutions oriented – Turning challenges into opportunities.
Integrity – Where honesty meets action.
