Customer Service Representative –Hybrid (4 days remote/ 1 day on-site)

Carmax; Atlanta (GA); Hybrid; USD 35,000 - 45,000; Full time

Job summary

CarMax Auto Finance seeks a customer service representative to enhance the car buying experience. This role involves resolving customer inquiries, educating them on account details, and ensuring compliance with company policies. The position emphasizes teamwork, empathy, and effective communication. A hybrid work arrangement is available after training.

Qualifications

• 6 months of related experience/training required.
• Ability to manage stressful conversations professionally.

Responsibilities

• Handle incoming customer calls and provide accurate account information.
• Resolve customer concerns and educate on account details.
• Document all interactions thoroughly in internal systems.

Skills

Problem-solving

Verbal communication

Multitasking

Education

High school diploma

Job description

9002 - Carmax Auto Finance - 225 Chastain Meadows Ct NW, Kennesaw, Georgia, 30144

CarMax, the way your career should be!

Resolve customer issues while working for an industry leader

At CarMax Auto Finance, we prioritize our customers' needs and aim to improve the car buying experience. Exceptional customer service is central to our operations and drives CarMax to be an industry leader. In this role, you will collaborate with various departments to resolve customer questions and educate them about their accounts. Your goal will be to ensure an excellent car buying experience and maintain CarMax as the preferred company for purchasing vehicles. This position offers a hybrid work arrangement after 90 days and successful performance.

Learn and succeed as part of a team

This high-energy environment requires teamwork to achieve goals. We provide comprehensive training and resources to support your success. You will handle diverse customer interactions, requiring quick rapport-building and needs assessment skills. Collaboration and continuous learning are emphasized.

What you’ll do

• Handle incoming customer calls, providing accurate account information and support.
• Resolve concerns efficiently, escalating issues to management when necessary.
• Educate customers on account details, including finance charges, late fees, credit reporting, payment methods, and account tools.
• Document all interactions thoroughly in internal systems.
• Work with other departments to resolve issues, ensuring compliance with policies and laws.

Improve customer experience with every interaction.

Empathy and transparency are key. You will manage complex issues and payments, balancing customer needs with company metrics. Collaboration will be essential to resolve issues effectively and support CarMax Auto Finance's goals.

Qualifications and Requirements

• High school diploma or at least 6 months of related experience/training.
• Basic to moderate computer skills, including accurate keyboarding.
• Ability to multitask in a fast-paced environment.
• Strong verbal communication skills for phone interactions, including managing stressful conversations professionally.
• Problem-solving skills to resolve or escalate issues appropriately, encouraging timely payments and account maintenance.

Scheduling and Work Environment

• Hybrid role: 4 days in-office, 1 day remote weekly.
• Flexible schedule with three daytime and two evening shifts weekly.
• Initial training in person for three weeks, followed by a six-week schedule from 9:00 AM to 6:00 PM, Monday–Friday.

About CarMax

CarMax revolutionized the auto industry by offering honest, transparent, and high-integrity experiences. As the largest used car retailer in the nation with over 200 locations, we are committed to innovation, customer satisfaction, and diversity. Our team of over 25,000 associates strives to deliver iconic experiences and grow their careers within a supportive environment.

CarMax is an equal opportunity employer, considering all qualified candidates without discrimination based on race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, veteran status, disability, or other protected characteristics.

Upon request, CarMax will consider reasonable accommodations for completing the application process.