Representative, Customer Service

CarMax Business Services; United States; On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Paid sick leave

Vacation and holidays

Sick leave

Job summary

CarMax is seeking a Customer Service Representative to be the voice of CarMax Auto Finance, delivering exceptional support and educating customers on account details. You will resolve inquiries, document interactions, and collaborate across teams to ensure best-in-class service.

The role requires handling complex customer concerns with empathy, maintaining records, and adhering to company policies and legal guidelines.

Qualifications

• High school diploma or equivalent, or related experience.
• Proficient computer/keyboard skills meeting speed/accuracy standards.
• Flexible availability including evenings, weekends, holidays.
• Strong communication to engage customers by phone.
• Problem-solving abilities with escalation when needed.

Responsibilities

• Handle inbound customer calls and provide clear, accurate answers regarding account details.
• Resolve account issues promptly; escalate to management when needed.
• Educate customers on finance charges, late fees, credit reporting, and payment options.
• Document interactions in internal systems to maintain accurate records.
• Collaborate with other departments to resolve concerns within company policies and legal guidelines.

Skills

Communication skills

Problem solving

Flexibility

Typing speed

Phone etiquette

Education

High school diploma

Related experience

Tools

Proficient computer skills

Keyboard skills

Job description

Position Overview

As a Representative, Customer Service, you’ll be the voice of CarMax Auto Finance, delivering exceptional support and ensuring every customer feels valued. At CarMax, we put people first—customers and associates alike—while redefining the car buying experience. In this role, you’ll resolve inquiries, educate customers on account details, and collaborate across teams to provide best-in-class service. Your efforts will help maintain CarMax as the trusted choice for car buying and financing.

Why CarMax?

At CarMax, we are the nation’s largest retailer of used cars with stores from coast to coast, and we are still growing. We’re rethinking the way people buy cars – and our associates help us do just that. We believe work should feel meaningful and rewarding, with opportunities to make an impact every day. Whether you’re advancing your career or growing your skillset, we are here to drive you forward.

Team Overview

Join a team that values empathy, integrity, and transparency in every interaction. You’ll manage complex customer concerns, process payments, and balance customer needs with performance goals. Working closely with multiple departments, you’ll play a critical role in resolving issues efficiently while supporting CarMax Auto Finance’s success.

Role Responsibilities

• Handle inbound customer calls and provide clear, accurate answers regarding account details.
• Resolve account-related issues promptly, escalating to management when necessary.
• Educate customers on finance charges, late fees, credit reporting, and payment options, ensuring full understanding.
• Document all interactions in internal systems to maintain accurate records.
• Collaborate with other departments to resolve concerns within company policies and legal guidelines.

Required Qualifications

• High school diploma or equivalent, or at least one month of related experience/training.
• Proficient computer and keyboard skills, meeting minimum speed and accuracy standards.
• Flexible availability, including evenings, weekends, and some holidays.
• Strong communication skills to engage customers effectively via phone and manage challenging conversations.
• Problem‑solving ability, including recognizing issues and applying solutions or escalating when needed.

About CarMax

At CarMax, we revolutionized the used car buying experience over 30 years ago by introducing transparency and integrity into the process. Our commitment to customer experience, innovation, and community has made us the nation’s largest used car retailer. With over 250 store locations and over 30,000 associates, we are proud to have been recognized as one of the Fortune 100 Best Companies to Work For® and are committed to helping our communities thrive. As an associate, you are part of an innovative movement to empower the modern customer and drive progress. Your work fuels change—sparking ideas, overcoming challenges, and shaping what’s next. Join us in creating a better future– for our company, our customers, and the communities we call home. 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.

Salary and Compensation

The hourly rate for this position is: $17.40 - $24.40

Benefits

Except as otherwise required by state law, CarMax Associates are entitled to the following paid sick, vacation, and holiday time.

• Associates that are considered full‑time hourly or commission/incentive eligible: to earn up to 48 hours of sick time per year earned per pay period and between 80 hours and 200 hours per year of vacation time after a 90 day waiting period depending on years of continuous service with the Company.
• For 8 hours of pay for each of a total of 6 paid scheduled holidays per year plus 1 floating holiday.
• If such an Associate does work on a scheduled holiday due to business need, they are eligible for Holiday Premium Pay.
• Associates considered full‑time salaried are entitled to paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc. subject to manager approval.

For more details about benefits, please visit our CarMax Benefits website. Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.

Equal Opportunity Statement

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.