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Customer Experience Specialist

2 months ago

West Palm Beach, Florida, United States CarMax Full time
About the Role

This is a high-energy retail sales environment where you will work as a team to meet goals, lead others and handle a wide range of customer interactions. To make sure everything goes smoothly, the ability to quickly build rapport with people and understand their needs is essential.

Key Responsibilities
  • Provide exceptional customer service by guiding customers every step of the way, from sale or facilitating the appraisal to test drives and arranging financing applications.
  • Delegate and direct the store's workflow, answering questions related to any store transaction, handling customer issues/concerns and following up on delegated tasks.
  • Train and mentor new and existing associates.
  • Follow and execute strategies to achieve store's sales budgets.
  • Open and close the store as needed; provide periodic management coverage for the store in absence of the management team.
  • Conduct vehicle condition assessments by collecting, recording, and communicating information to Buyers that will be used to perform customer appraisals.
  • Check in and receive vehicles that are shipped to CarMax; complete the daily scanning and reconciliation of vehicle inventory.
  • Perform cosmetic inspections and ensure that all vehicles meet CarMax Quality Standards.
  • Perform various administrative duties, including, but not limited to: printing daily reports, maintaining transaction paperwork, contacting finance companies regarding Customer contracts, obtaining requirement information regarding registration and/or titling, auditing completed paperwork, cash/payment management.
  • Create service appointments and review repair order invoices for retail service work performed; ensure accuracy of documentation for billing.
Requirements
  • Create and maintain a positive work environment.
  • Demonstrate exceptional communication skills.
  • Display confidence in self, the product and CarMax.
  • Ability to build and maintain strong relationships.
  • Delegate effectively and follow up timely.
  • Make decisions using independent and sound judgement.
  • Demonstrate strong team behaviors including integrity, respect, inclusion, fairness and fun.
  • Balance the needs of the Customer and the business when making decisions.
  • Create win-win solutions to Customer issues.
  • Get work done well, on time and follow the right process.
  • Drive work processes and pay close attention to detail.
  • Perform multiple duties in a high energy, fast-paced working environment.
  • Read, interpret and transcribe data in order to maintain accurate records.
  • Lift objects that weigh as much as 25 lbs.
Education and/or Experience
  • High School Diploma, or equivalent.
  • Sales and customer service experience, in an area such as retail, preferred.
  • Valid Driver's License.
  • Basic skills with Microsoft Office Suite (e.g., Word, Excel and PowerPoint) preferred.