Customer Service Representative

4 weeks ago

Lithia Springs, Georgia, United States CarMax Full time
Customer Specialist Job Description

At CarMax, we're committed to delivering exceptional customer experiences. As a Customer Specialist, you'll play a key role in providing outstanding service to our customers, ensuring their satisfaction with every interaction.

Key Responsibilities:
  • Facilitate home delivery sales transactions, ensuring seamless and efficient customer experiences.
  • Present and confirm MaxCare and finance decisions, providing clear and concise information to customers.
  • Execute strategies to achieve store sales budgets, driving business growth and success.
  • Maintain a working knowledge of available financing options, titles, and extended service policies, providing expert guidance to customers.
  • Interact with customers, associates, and team members to provide exceptional internal and external customer service, fostering a positive and supportive work environment.
  • Provide customer service to customers by complying with CarMax procedures, including processing home deliveries, listening to and answering customer questions, and explaining the paperwork process.
  • Perform various business office tasks, including completing express pickups, delivering sales paperwork, completing appraisal purchases, processing paperwork associated with the state DMV, processing titles, and processing auction sales.
  • Perform various administrative and clerical duties, including document copying, filing, payment management, reconciliation of missing dealer plates or information, and data entry into Microsoft Excel and proprietary systems as required for logging vehicle registration tags.
  • Drive vehicles to and from various locations as requested by supervisor, ensuring safe and efficient transportation of vehicles.
  • Adhere to all CarMax policies and procedures, upholding the highest standards of professionalism and integrity.
  • Adhere to the Customer Specialist-Alternative Delivery training timeline, ensuring timely completion of all required training and development.
  • Process paperwork associated with retail vehicle sales, ensuring accurate and efficient processing of customer transactions.
  • Manage multiple payment types, including receiving and counting money, distributing funds, preparing deposits, and handling the safe with considerations to security and asset protection.
  • Conduct vehicle condition verification and convey results to Buyer or Senior Buyer for analysis, ensuring accurate and thorough vehicle inspections.
  • Present appraisal offers to customers, providing clear and concise information about vehicle value and pricing.
  • Perform cosmetic inspections and ensure that all vehicles meet CarMax Final Quality Standards, upholding the highest standards of vehicle quality and presentation.
  • Prepare vehicles for delivery to customers, ensuring safe and efficient transportation of vehicles.
Qualifications and Requirements:
  • Must possess a valid driver's license that meets the CarMax Driver Safety Points Evaluation System criteria, as explained in the CarMax Driver Safety Policy.
  • Successful completion of all assessments.
  • Demonstrate exceptional communication skills and attention to detail, ensuring accurate and efficient communication with customers and team members.
  • Demonstrate active listening skills, ensuring clear and concise understanding of customer needs and concerns.
  • Meet or exceed CarMax guidelines for customer satisfaction, driving business growth and success.
  • Perform multiple duties in a high-energy, fast-paced working environment, ensuring efficient and effective completion of tasks and responsibilities.
  • Use miscellaneous computer programs, demonstrating intermediate PC skills, and read, interpret, and transcribe data in order to maintain accurate records.
  • Lift objects that weigh as much as 25 lbs, ensuring safe and efficient movement of vehicles and equipment.
  • Complete all formats of job-related training, ensuring timely completion of all required training and development.
  • Flexible to work in an indoor/outdoor environment, ability to walk or stand for long periods of time, and be able to work in any inclement weather for several hours.
  • Flexibility to work at multiple locations and deliver vehicles offsite, ensuring safe and efficient transportation of vehicles.
  • Flexible work hours with shifts that may include nights, weekends, and holidays, ensuring availability to meet customer needs and expectations.
  • Adhere to all CarMax policies, including but not limited to, Attendance, Proper Recording of Time, Asset Protection, EH&S (Environmental, Health & Safety), and Standards of Professional Appearance.
  • Primarily working in an outdoor environment, may include working at times in noisy and/or inclement weather conditions.

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