Jobs at Carmax – Lead Rep, Customer Service

Job Description:

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.

Job Responsibilities:

• Spend majority of work time on coaching activities (side by sides, account work audits, call listening, feedback sessions, associate monitors, etc.), and follow up on coached behaviors through daily touchpoints to ensure associate understanding and implementation of feedback.
• Resolve elevated customer and associate issues and escalate when appropriate.
• Generate reports to measure and monitor the success of the department as needed. Communicate associate and department performance to the Manager.
• Assist with training and developing new and existing associates. Coach associates based on their identified opportunities per key performance metrics and business requirements.
• Perform quality assurance audits of associate work (and associate call monitors if applicable) to ensure requirements are met. Remain available and visible in the department to motivate, assist and answer associate questions and monitor productivity.

Job Requirements:

• Strong organizational skills, ability to multi task and prioritize to meet deadlines.
• Basic computer knowledge, typing skills and working knowledge of Microsoft Word and Excel.
• Ability to effectively motivate and train associates, evaluate performance and initiate change.
• Speak and listen effectively with CarMax customers via phone in challenging situations.
• High school diploma or GED; 6 months related experience coaching or delivering feedback.

Job Details:

Company:  CarMax

Vacancy Type:  Full Time

Job Location: Atlanta, GA, US

Application Deadline: N/A

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