Retail Customer Service Manager

CarMax; Richmond (VA); Híbrido; USD 70 000 - 95 000; Tempo integral

Resumo da oferta

CarMax in Richmond, VA is seeking a Manager, Customer Experience Center to lead a 10–15 person team of Customer Experience Consultants, delivering iconic service and driving performance through coaching and collaboration.

You will guide execution of Vital Behaviors and oversee daily metrics, collaborating with center leadership to maintain an outstanding customer experience across shifts and locations.

Qualificações

• High School Diploma, GED, equivalent certification, or military experience.
• Minimum of 3 years of people management experience.
• At least 2 years of sales experience with proven results.

Responsabilidades

• Guide associates in delivering an exceptional customer experience, including vehicle selection, finance applications, and service plan explanations
• Build a highly engaged team culture through collaboration, transparency, and motivation
• Provide ongoing coaching and feedback to maintain performance and drive sales results
• Monitor and manage daily business performance across the team to support targets, ensure consistent execution, and drive operational results
• Oversee projects and tasks assigned to your team, ensuring timely and accurate execution
• Champion CarMax values and initiatives to foster a customer-first environment

Conhecimentos

People management

Leadership

Communication

Remote team coordination

Formação académica

High School Diploma or equivalent

Ferramentas

Genesys

Salesforce

Microsoft Office Suite

Descrição da oferta de emprego

As a Manager, Customer Experience Center (CEC), you will lead a high-performing team of 10–15 Customer Experience Consultants who represent CarMax to our customers every day. Your leadership will inspire and motivate associates to deliver an iconic customer experience, even during times of change. You will oversee and drive your team’s execution against defined performance metrics, ensuring operational excellence through collaboration and coaching. At CarMax, we attribute our success to putting people first and doing what’s right. Your role will directly impact customer satisfaction and business performance by guiding your team to execute our Vital Behaviors and partner effectively with peers, other CarMax locations, and center leadership.

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.

Role Responsibilities

• Guide associates in delivering an exceptional customer experience, including vehicle selection, finance applications, and service plan explanations
• Build a highly engaged team culture through collaboration, transparency, and motivation
• Provide ongoing coaching and feedback to maintain performance and drive sales results
• Monitor and manage daily business performance across the team to support targets, ensure consistent execution, and drive operational results
• Oversee projects and tasks assigned to your team, ensuring timely and accurate execution
• Champion CarMax values and initiatives to foster a customer-first environment

Required Qualifications

• High School Diploma, GED, equivalent certification, or military experience
• Minimum of 3 years of people management experience
• At least 2 years of sales experience with proven results
• Ability to motivate, inspire, and gain buy‑in from team members
• Flexibility to support a remote, multi‑time‑zone team
• Flexibility to work evenings and weekends to support location operations
• Excellent communication skills, both verbal and written, for interactions with associates and customers.
• Completion of MDP for internal candidates
• Must reside within 1 hour or 100 miles of the Customer Experience Center
• Hybrid work location, requires CEC onsite work 2 times each week.

Preferred Qualifications

• Proficiency in modern Contact Center technology such as Genesys, Salesforce, Microsoft Suite