Senior Customer Specialist

6113 - Palm Desert - 73450 Dinah Shore Drive, Palm Desert, California, 92211

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 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 200 locations nationwide.

Our amazing team of more than 25,000 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.

The hourly rate for this position is :

$17.80 - $37.70

Benefits :

Except as otherwise required by state law, CarMax Associates are entitled to the following paid sick, vacation, and holiday time.

Associates that are considered full-time hourly or commission / incentive eligible :

To earn up to 48 hours of sick time per year accrued on a per pay period basis and between 80 hours and 200 hours per year of vacation time after a 90 day waiting period depending on years of continuous service with the Company.

For 8 hours of pay for each of a total of 6 paid scheduled holidays per year plus 1 floating holiday. If such an Associate does work on a scheduled holiday due to business need, they are eligible for Holiday Premium Pay.

Associates considered full-time salaried are entitled to paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc. subject to manager approval.

For more details about benefits, please visit our CarMax Benefits () website.

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