Lead Representative, Customer Service (Resolution Group)

9002 - Carmax Auto Finance - 225 Chastain Meadows Ct NW, Kennesaw, Georgia, 30144Deliver a world-class customer service experienceAt CarMax Auto Finance, we put the needs of our customers first, positively impacting the car ownership experience at CarMax. Exceptional customer service is at the heart of everything we do and drives CarMax to be an industry leader. As a Lead Representative on customer service teams, you will help to motivate, train, and coach associates. In this position, you will have the opportunity to drive departmental goals by working with associates and drive metrics by monitoring and providing feedback to a team of associates. Ensuring compliance with company policies and procedures is a must in this role, while assisting the management team in driving accuracy and ensuring our associates provide exceptional service to our customers.This position offers a hybrid work arrangement (partial remote and partial in office) after 90 days and successful performance in the role. In addition, a shift differential is offered to associates working evening and weekend shifts!What you’ll doAssist with training and developing new and existing associates. Coach associates based on their identified opportunities per key performance metrics and business requirements.Perform quality assurance audits of associate work to ensure requirements are met. Remain available and visible to the associates to motivate, assist, and answer associate questions.Spend the majority of work time on coaching activities (side by sides, account work audits, call listening, feedback sessions, associate monitors, etc.), and follow up on coached behaviors through daily touchpoints to ensure associate understanding and implementation of feedback.Respond timely to audit findings to ensure errors are corrected timely and associate feedback provided if necessary.Resolve elevated customer and associate issues via phone and/or video, escalating to the manager when appropriate.Generate reports to measure and monitor the success of the department as needed. Communicate associate and department performance to the Manager.Additional duties and responsibilities as assigned.Improve customer experience and impact the company bottom line with every interactionThe Lead Representative in Customer Service will be instrumental in driving the performance of the team as a whole and at the individual associate level. To that end, a candidate for this role needs to be a self-starter and someone who can connect with associates to teach and coach them to be better at their jobs. This person will have a strong understanding of the company policies and processes which enables them to motivate and inspire others to execute to the best of their ability in providing exceptional service to the CarMax Auto Finance customer, educating customers on the status of their accounts, collecting payments from customers, and performing other functions to help customers keep accounts current.Qualifications and requirementsHigh school diploma or GED; 6 months minimum related experience in coaching/mentoring others.Strong computer skills; moderate competency in Microsoft Word and Excel.Ability to identify root causes, bring issues to closure, and champion process change.Strong organizational skills, attention to detail, ability to multi-task and prioritize to meet deadlines.Solid, demonstrated decision-making and problem-solving abilities.About CarMaxCarMax 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.

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