Customer Service Consultant
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Job Description
Remote customer service consultant guiding CarMax customers through online and phone-based used-car purchases. Recommending vehicles, coordinating financing, appraisals, and delivery.
Responsibilities:
- Engage with inbound customers online and over the phone, uncovering their needs and guiding them through the car-buying process
- Leverage CarMax’s inventory knowledge to recommend vehicles aligned with customer preferences
- Guide customers through online sales, appraisals, financing applications, and vehicle delivery scheduling
- Ensure a smooth transition from online shopping to in-store purchasing
- Achieve individual sales and performance targets while providing an iconic customer experience
- Meet licensing requirements, including obtaining an Automotive Salesperson License in applicable states
Requirements:
- Previous sales or customer service experience, ideally in retail or similar environments
- Ability to thrive in a fast-paced environment while managing multiple customer interactions
- Strong listening skills and a customer-focused mindset
- Excellent written and verbal communication skills, with attention to detail
- Flexibility to work variable shifts, including nights, weekends, and holidays
- Proficient in modern technology and contact center systems including Microsoft Suite, Salesforce and Genesys or equivalent
- Candidates must live within 60 miles or 1 hour of the Customer Experience Center (CEC) location
- Ability to obtain an Automotive Salesperson License in applicable states, which may require testing and travel
Benefits:
- Paid sick time: up to 48 hours per year, accrued per pay period
- Vacation time: 80–200 hours per year after a 90-day waiting period, depending on years of continuous service
- 6 paid scheduled holidays per year
- 1 floating holiday
- Holiday Premium Pay when working on a scheduled holiday due to business need
- Paid time away for sick leave, vacation, bereavement, jury duty, holidays, and floating holiday for full-time salaried associates, subject to manager approval
- Reasonable accommodation for the CarMax Job Application upon request
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