United States onlyResolve customer issues while working for an industry leader
At CarMax Auto Finance we put the needs of our customers first, while helping to make the car buying experience better. Exceptional customer service is at the heart of everything we do and drives CarMax to be industry leaders. You’ll work with different departments and teams to help resolve customer questions/issues and help to influence and educate customers on their account. In this role you will work with our customers to ensure their car buying experience has been an excellent one and keep CarMax as the company of choice for car buying. This is a hybrid work arrangement after 90 days and successful performance in role.
Learn and succeed as part of a team
This is a high-energy environment where you will work as a team to meet goals. We’re not your average call center. We’ll give you everything you need to be the best you can be. You will handle a wide range of customer service interactions and make sure everything goes smoothly, so the ability to quickly build rapport with people and understand their needs is essential. We will work and learn as a team.
What you’ll do
- Handle incoming customer calls, providing accurate information and support regarding their accounts.
- Resolve customer concerns efficiently and escalate to a manager when necessary to ensure a positive customer experience.
- Educate customers on key account details, including finance charge accrual, late fees, credit reporting, available payment methods, and account management tools.
- Accurately document all customer interactions in internal systems to maintain up-to-date and thorough account records.
- Collaborate with other departments as needed to resolve customer issues, ensuring all actions comply with company policies and applicable laws.
Improve customer experience with every interaction.
Empathy with our customers, and transparency in every interaction are vital to your success. From dealing with complex customer issues to accepting payments, you will balance the needs of our customers with meeting the metrics and expectations of your position. In collaboration with different departments, you will effectively resolve customer issues, while helping CarMax Auto Finance to meet their bottom line.
Qualifications and Requirements
- High school diploma or a minimum of 6 months of related experience or training.
- Basic to moderate computer proficiency, including keyboarding skills and meeting minimum accuracy standards.
- Ability to multitask effectively in a fast-paced, standard office environment.
- Strong verbal communication skills to interact with CarMax customers over the phone, including the ability to manage stressful conversations professionally.
- Problem-solving skills with the ability to resolve issues or escalate appropriately. Must be able to use a variety of communication techniques to encourage timely customer payments and maintain account status.
Scheduling and Work Environment
- Hybrid role: 4 days in-person and 1 day remote per week.
- Flexible schedule required, including three daytime shifts and two evening shifts per week.
- Initial training is conducted in person for the first three weeks.
- For training purposes, the first six weeks follow a Monday–Friday schedule from 9:00 AM to 6:00 PM.
About CarMax
CarMax disrupted the auto industry by delivering the honest, transparent, and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.
Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.
CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.
Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.
