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Manager, Customer Service
2 months ago
Manage, motivate, develop and coach a team
At CarMax Auto Finance we put the needs of our customers first by providing customers vehicle financing support throughout the life of their car loan. As a Manager in Customer Service, you will directly manage a team of up to 23 associates who will answer incoming customer phone calls and provide timely resolution of customer account questions, issues, and process customer payments. In this role, you will have a wide degree of independence and latitude to manage your team to accomplish company goals and metrics.
What you’ll do
- Build an effective team by interviewing, selecting, and extending employment offers to candidates to ensure team remains staffed to meet business needs consistently.
- Effectively manage the performance of a team of non-exempt associates thru coaching, training, developing, motivating, and creating accountabilities to ensure associates achieve expected departmental results and adhere to company policies and procedures.
- Be visible and accessible in the department and to the associates to motivate, answer associate questions, support, and drive associate engagement.
- Manage Business results thru tracking, measuring, effectively managing associate productivity, department staffing and scheduling, ensuring your team meets departmental objectives. Ensure reward and recognition programs are executed for associates and create an engaging work experience aligned with our company culture.
- Respond to and resolve escalated customer issues and general escalated inquiries via phone, performing all tasks in accordance with applicable policies and laws.
Improve customer experience with every interaction
Empathy with our customers and transparency in every interaction are vital to your success. From dealing with complex customer issues to evaluating the quality of service your associates provide, you will balance the needs of our customers with meeting the metrics and expectations of your department. In collaboration with different departments, you will effectively research and resolve customer issues, while helping CarMax Auto Finance to meet their bottom line. Having the ability to effectively motivate and manage a team to achieve peak productivity is critical to this role in addition to independent decision making and use of sound judgement.
Qualifications and requirements
- High School Diploma or equivalent, and 2-3 years of team leadership experience in a fast-paced environment required. Bachelor degree preferred. For internal candidates, successful completion of the company Management Development Program is required.
- The ability and experience to interpret and analyze data, reports, processes, trends, and situations and recommend/implement solutions
- The ability to effectively coach, monitor and manage associates both in person and virtually
- The ability to resolve escalated customer issues by phone
- Basic to moderate computer knowledge and keyboard skills including a basic understanding of MS Word and Excel; Basic knowledge of Power point preferred
About CarMax
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 250 locations nationwide.
Our amazing team of more than 30,000 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. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.
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.
Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application .
