Carmax Job Opening – Lead Representative

Job Description:

At CarMax Auto Finance, we put the needs of our customers first and positively impacting the car ownership experience at CarMax. Exceptional customer service is at the heart of everything we do and drives CarMax to be an industry leader. As a Lead Representative in Collections you will help to motivate, train, and coach associates. In this position, you will have the opportunity to drive departmental goals by working with associates and drive metrics by monitoring and providing feedback to a team of associates. Ensuring compliance to company policies and procedures is a must in this role, while assisting the management team in driving accuracy and ensuring our associates provide exceptional service to our customers.

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.
• Generate reports to measure and monitor the success of the department as needed. Communicate associate and department performance to the Manager.
• Resolve elevated customer and associate issues and escalate when appropriate.
• 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.
• Assist with training and developing new and existing associates. Coach associates based on their identified opportunities per key performance metrics and business requirements.

Job Requirements:

• Ability to effectively motivate and train associates, evaluate performance and initiate change.
• Basic computer knowledge, typing skills and working knowledge of Microsoft Word and Excel.
• 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.
• Strong organizational skills, ability to multi task and prioritize to meet deadlines.

Job Details:

Company:  CarMax

Vacancy Type:  Full Time

Job Location: Atlanta, GA, US

Application Deadline: N/A

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