Sr. Representative, Resolution Group

9002 - Carmax Auto Finance - 225 Chastain Meadows Ct NW, Kennesaw, Georgia, 30144

CarMax, the way your career should be! 

Resolve customer issues and concerns while working for an industry leader

Exceptional customer service is at the heart of everything we do and drives CarMax to be an industry leader.  At CarMax Auto Finance (CAF) we put people first, which means with every customer concern and escalation there’s another opportunity to get it right, go for greatness and win together.  As a Resolution Group Sr. Representative, you will research and partner with a variety of CAF Departments, Store Associates, Organizational Leaders as well as Home Office Customer Relations in the resolution of customer concerns. 

This position offers a hybrid work arrangement (partial remote and partial in office) after 90 days and successful performance in role.  In addition, a shift differential is offered to associates working evening and weekend shifts!

What you’ll do

• Respond to escalated customer phone calls, emails & letters, research concerns and partner appropriately to provide customer guidance & resolution.
• Utilize tracking system to log type of call, reason for call, resolution and any other necessary follow up
• Build relationships with CAF team members, Home Office Customer Relations team and CarMax Store Leadership teams to effectively resolve customer concerns
• Participate in special projects with internal partners to support business needs and promote continual process improvement

Improve customer experience with every interaction

Empathy with our customers, and transparency in every interaction are vital to your success.  In collaboration with different departments you will effectively resolve escalated customer issues, while helping CarMax Auto Finance to meet the bottom line while adhering to company processes and policies. 

Qualifications and requirements

• High School Diploma and/or 6 months related experience; customer service experience preferred
• Basic to moderate computer knowledge and keyboard skills including minimum accuracy requirements. 
• Work a flexible schedule to include evenings, weekends and some holidays
• Ability to provide “win-win” solutions while maintaining a professional demeanor during all interactions with internal and external customers via phone or e mail.
• Ability to use functional knowledge while serving as a resource for internal customers, management teams & external customers

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 250 locations nationwide.

Our amazing team of more than 30,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community.  We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

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