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.

SUMMARY:

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • 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

QUALIFICATIONS:

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.

EDUCATION and/or EXPERIENCE:

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

LANGUAGE SKILLS:

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

WORK ENVIRONMENT:

  • 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.

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