Support Services Specialist

Position Description

CarMax has been a Fortune "100 Best Companies to Work For since 2005", was 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.


Under limited supervision, responsible for processing and/or reconciling work requests and working accounts for vehicles financed through CarMax Auto Finance. Receiving calls and/or making phone calls to customers and working with other CAF departments to provide them with reports and support to update account information.


  • Answer inbound and/or make outbound phone calls to address questions, or assist customers and other CAF Departments (deceased accounts)
  • Work account queues, process account updates, and/or process customer paperwork in accordance with assigned rotations and service levels (CAMS, Signature, and Deals database)
  • Review and evaluate customer accounts, work requests, or paperwork and determine follow-up steps required based on expectations and documented policies and procedures (deceased accounts)
  • Process customer requests, third party requests; reviewing and validating supporting documentation.
  • Communicate with customers, other CAF departments or third parties to obtain supporting documentation and/or correct errors.
  • Annotate accounts in company databases to document interactions with the customers, other CAF departments or third parties.
  • Generate and maintain department reporting
  • Perform above functions within department expectations/metrics
  • Understand and adhere to company policies and procedures
  • Work with other departments/personnel where necessary to resolve customer and/or account issues (Customer Service and other internal departments)
  • Special projects and/or duties as assigned

Position 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.

  • Demonstrate adaptability and flexibility by embracing change.
  • Proven organization and time management skills.
  • Ability to work in a team environment.
  • Multi-task in a high energy and fast-pace work environment.
  • Execute basic typing skills to include minimum speed and accuracy requirements.
  • Execute basic computer skills.
  • Apply a common sense understanding in order to carry out simple verbal or written instructions.
  • Perform to minimum data entry standards.
  • Complete CarMax provided training as required.
  • Understand and adhere to company policies and procedures
  • Speak and listen effectively in dealing with customers, vendors, third parties, and stores
  • Customer service oriented.


  • Basic working knowledge of Microsoft Word and Excel.
  • High School diploma/GED.
  • Six months related experience/training.


  • Ability to communicate effectively (written and verbal) with customers, vendors, third parties, associates and managers.


  • Great work-life balance, community involvement, team engagement events, on-site gym...etc.
  • Not a suit & tie environment, think jeans and sneakers.
  • Flexible work hours with shifts that include days, evenings, and weekends.

Meet Some of CarMax's Employees


IT Manager, Online Platform

As the IT Manager, Eddy oversees the team that builds the platform which runs everything users interact with on the CarMax website and the CarMax apps.


Manager, Web Analytics

Megan manages the Web Analytics team, whose mission is to use data collected on and the company's apps to better understand the customer—and drive what gets built next.

Back to top