Sr. Customer Specialist

6128 - Killeen - 3504 E. Central Texas Expressway, Killeen, Texas, 76543

CarMax, the way your career should be! 

About this job

As a Senior Customer Specialist, you will be empowered to provide an iconic experience for our Customers by acting as a guide and offering support during every step of their CarMax journey, reinforcing our simple and seamless process. While communicating and partnering effectively with other Customer Specialists in your store and teams across the organization, you will work to ensure each customer has a positive experience buying and selling cars.  In addition, you will facilitate the direction of work and disseminate tasks from the management team to other Customers Specialists in all areas of work.  We’ve become the nation’s largest retailer of used cars due to our honesty and transparency, and those same values will help you succeed, too.

What you will do – Essential 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

Purpose of 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. You will lead others to drive store strategies to achieve sales budgets, delegate and follow up on assigned tasks, and provide management coverage as needed.  In addition, you will manage a variety of diverse tasks including vehicle sales, processing of sales paperwork, assessing vehicle condition for use in appraisals, and even managing repair orders. We work and learn as a team and the prospects are bright for professionals who aspire to become mentors, managers and business leaders.

Qualifications and Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and d