Collections Customer Service - Partially Remote
Posted on: November 16, 2021
9002 - Carmax Auto Finance - 225 Chastain Meadows Ct NW,
Kennesaw, Georgia, 30144
CarMax, the way your career should be!
Resolve customer issues while working for an industry leader
At CarMax Auto Finance we put the needs of our customers first,
while helping to make the car buying experience better. Exceptional
customer service is at the heart of everything we do and drives
CarMax to be industry leaders. You'll work with different
departments and teams to help resolve customer questions/issues,
and help to influence and educate customers on their account. In
this role you will work with our customers to ensure their car
buying experience has been an excellent one and keep CarMax as the
company of choice for car buying. This position does have the
potential to transition to a hybrid work arrangement (partial
remote and partial in office) after 90 days and successful
performance in role.
All new hires will initially work onsite for a minimum of 8 weeks
for training purposes. Upon successful completion of the 8 week
training minimum, Associates that are successfully meeting
performance and attendance metrics are eligible to work from home.
This is a work from home opportunity due to the current worldwide
pandemic. Associates must be flexible and willing to work onsite,
in some capacity, when business conditions change.
What you'll do
- Make outbound collection calls in addition to taking incoming
calls to/from customers and influence customers to make payments on
the past due account.
- Educate customers regarding their account, finance charges
accruals, late fees, credit reporting, payment options and account
management options all while annotating accounts in inter-company
systems to document all interactions.
- Advise customers of the status of their account by reviewing
account information and influencing customers to make payments on
- Work with other departments/personnel where necessary to
resolve customer concerns.
- Perform the above functions while meeting department
Improve customer experience with every interaction
Empathy with our customers, and transparency in every interaction
are vital to your success. From dealing with complex customer
issues to posting payments, you will balance the needs of our
customers with meeting the metrics and expectations of your
position. You will effectively resolve customer issues, while
helping CarMax Auto Finance to meet their bottom line and
performing all tasks in accordance with applicable
Qualifications and requirements
- High school diploma or 1 month related
- Basic to moderate computer knowledge and keyboard skills
including minimum accuracy requirements.
- Multi-task in a high energy standard office environment.
- Speak and listen effectively with CarMax customers via phone
and tolerate stressful interactions with customers.
- Ability to recognize problems, resolve or escalate as needed,
including using a variety of talk offs to influence the customer to
make a payment to keep the account current.
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
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
Upon an applicant's request, CarMax will consider reasonable
accommodation to complete the CarMax Job Application.
Keywords: Carmax, Marietta , Collections Customer Service - Partially Remote, Accounting, Auditing , Marietta, Georgia
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