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Customer Experience Assistant - Phoenix 35

Company: CarMax
Location: Chandler
Posted on: July 11, 2021

Job Description:

7971 - Phoenix CEC - 1515 W. 14th Street, Tempe, Arizona, 85281

CarMax, the way your career should be! 

CarMax, the way your career should be! 

Summary:

The Customer Experience Assistant is the first point of contact for customers making inquiries about buying or selling a vehicle at select CarMax stores. The team is responsible for assisting customers through the CarMax buying/selling process.

Under limited supervision, responsible for answering incoming phone calls from customers and resolving general questions that concern the buying and selling process at CarMax locations supported by Virtual Offices or Centralized Store Support (CarMax Cross-Functional Stores).  The Customer Experience Assistant is also responsible for scheduling Retail Service Appointments at CarMax Cross-Functional Stores, triaging incoming customer phone calls through carefully understanding the reason for their call, and completing administrative non-selling tasks that support the Virtual Office.

Essential Duties and Responsibilities:

  • Receive incoming phone calls from customers and answer customer questions regarding general questions in doing business with CarMax Cross-Functional Locations or stores the Virtual Office supports.
  • Triage calls to the appropriate person to best assist the customer.
  • Navigate CarMax system applications to provide exceptional customer service.
  • Support team members in conducting follow up with customers.
  • Retrieve voicemails and complete necessary actions independently or forward to Specialists’, Managers or Stores for completion when necessary.
  • Respond to 3rd Party web leads using CarMax approved scripts
  • Confirm appointments for CarMax Customers using CarMax approved scripts.
  • Provide updates to customers on Customer Transfer process and status.
  • Update CarMax reports to accurately reflect vehicles in Sale Pending.
  • Process customer payments for transfers via inter-company computer systems.
  • Process customer correspondence requests and return mail when applicable.
  • Understand and adhere to company policies and procedures including collection policies/laws.
  • Work with other departments/personnel where necessary to resolve customer questions/issues.
  • Perform above functions within department expectations/metrics.

Qualifications:

Work requires ability to:

  • Multi-task in a high energy and fast-pace work environment.
  • Speak and listen effectively with CarMax customers via phone or in writing.
  • Recognize problems, resolve or escalate as needed.
  • Comprehend and apply basic math skills.
  • Navigate CarMax system applications and approved 3rd Party system applications effectively
  • Use a variety of scripts to ensure customer is provided accurate and timely service.
  • Tolerate stressful interactions with customers.
  • Complete CarMax provided training as required.
  • Understand and adhere to company policies and procedures.

Education and/or Experience:

  • High School diploma, or equivalent to 1-month related experience.
  • Basic typing skills including minimum accuracy requirements.
  • Basic computer knowledge.
     

Working Conditions:

  • Pleasant but noisy office environment.
  • Flexible work hours with shifts that may include nights, weekends, holidays and 12-hour days.
  • Wears CarMax clothing (acquired through the company) at all times while working in the store.
  • 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.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.

Keywords: CarMax, Chandler , Customer Experience Assistant - Phoenix 35, Other , Chandler, Arizona

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