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Customer Service Representative

1 month ago

Maryland City, Maryland, United States CarMax Full time
About the Role

We are seeking a highly skilled Customer Service Representative to join our team as an Alternative Delivery Specialist. In this role, you will provide exceptional customer service in a fast-paced, team-oriented environment through the completion of sales transactions, while working in multiple environments including both indoors, outdoors, and offsite (home) delivery of vehicles.

Key Responsibilities
  • Facilitate the completion of Home Delivery sales transactions
  • Present and/or confirm MaxCare and finance decisions
  • Follow and execute strategies to achieve store sales budgets
  • Maintain a working knowledge of available financing options, titles, and extended service policies
  • Interact with customers, other associates, and team members to provide outstanding internal and external customer service
  • Provide customer service to customers by complying with CarMax procedures, including processing Home Deliveries, listening to and answering customer questions, and explaining paperwork processes
  • 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
  • Adhere to all CarMax policies and procedures
  • Adhere to the Customer Specialist-Alternative Delivery training timeline
  • Process paperwork associated with retail vehicle sales
  • 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
  • Present appraisal offers to customers
  • Perform cosmetic inspections and ensure that all vehicles meet CarMax Final Quality Standards
  • Prepare vehicles for delivery to customers
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
  • Demonstrate active listening skills
  • Meet or exceed CarMax guidelines for customer satisfaction
  • Perform multiple duties in a high-energy, fast-paced working environment
  • Use miscellaneous computer programs, demonstrating intermediate PC skills
  • Read, interpret, and transcribe data in order to maintain accurate records
  • Lift objects that weigh as much as 25 lbs
  • Complete all formats of job-related training
  • 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
  • Flexible work hours with shifts that may include nights, weekends, and holidays
  • Adhere to all CarMax policies, including 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