Customer Service Representative Level I

Position Description

CarMax has been a Fortune “100 Best Companies to Work For since 2005”, awarded a 2016 Top Workplaces honor by The Atlanta Journal Constitution and ranked 5th of Atlanta’s top 25 large companies, and Training magazine’s “Top 125 Training Companies” 2008-2015. Our culture is built upon the values of respect, integrity and transparency, and we live these values every day in how we treat our Customers and our Associates.

Here are a few facts about CAF (CarMax Auto Finance):

  • Portfolio size of more than $10 billion.
  • Great work-life balance, community involvement, team engagement events, on-site gym…etc.
  • We provide benefits that support the diverse needs of our workforce (e.g., flexible time, adoption assistance, domestic partner health care coverage, and more)
  • Not a suit & tie environment, think jeans and sneakers.


Under limited supervision, responsible for answering incoming phone calls from customers and resolving any questions received from customers on the status of their account.


  • Take incoming phone calls from customers and answer customer questions regarding his/her account.
  • Resolve any customer issues regarding their account, partnering with a supervisor if necessary.
  • Verify customer information on account is correct and update as necessary using computer screens.
  • Advise customers of the status of their account (paid current or past due) by reviewing account information on collections system.
  • Educate customers regarding their account, interest accruals, late fees, credit reporting, payment options and account management options.
  • Influence customers to make payments on the account.
  • Process customer payments via inter-company computer systems.
  • Annotate accounts in inter-company systems to document all interactions with the customer.
  • Process customer correspondence requests and return mail.
  • Understand and adhere to company policies and procedures including collection policies/laws.
  • Work with other departments/personnel where necessary to resolve customer questions/issues.
  • Perform above functions within department expectations/metrics.

Position Requirements

Training begins on Monday, October 17th, 2016. Training is Monday through Friday from 9:00 AM until 6:00 pm. You must be available to attend and pass ALL of the training to continue full time employment.


Monday – Friday: Variable (2 nights and 3 Mids/Days) Variable Saturdays


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.

  • Multi-task in a high energy and fast-pace work environment.
  • Speak and listen effectively with CarMax customers via phone.
  • Ability to recognize problems, resolve or escalate as needed.
  • Use a variety of talks offs to convince the customer to make a payment.
  • Tolerate stressful interactions with customers.
  • Complete CarMax provided training as required.
  • Understand and adhere to company policies and procedures.


High school diploma or 1 month related experience/training.

Basic typing skills including minimum accuracy requirements.

Basic computer knowledge.


  • Ability to communicate effectively (written and verbal) with customers, associates, supervisors and managers.
  • Ability to convey a professional and positive image to customers and associates.


  • Execute basic math skills.


  • Apply a common sense approach/understanding to carry out detailed written or verbal instructions and ability to deal with problems in standardized situations.

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